Customer Success Operations Specialist

Summary

Join FloQast as a Customer Success Operations Specialist and contribute to the Revenue Operations organization's growth, focusing on post-sale operations. You will play a key role in improving processes and operational efficiency to maintain a best-in-class customer experience. This role involves resolving system issues, performing in-depth analysis, and completing system configuration tasks within Gainsight and related platforms. You will collaborate with various teams to ensure data integrity and support smooth customer lifecycle operations. The ideal candidate is organized, process-oriented, data-driven, and eager to learn. This position offers a competitive salary and benefits package.

Requirements

• Strong problem-solving skills and ability to troubleshoot system issues effectively
• Ability to analyze data and draw insights to inform decision-making and system optimizations
• Strong attention to detail and commitment to maintaining system integrity
• Eagerness to learn new tools and systems with a focus on continuous improvement
• Excellent communication skills, with the ability to clearly explain technical issues and solutions to both technical and non-technical audiences
• A collaborative mindset and comfort working cross-functionally with different teams
• Ability to manage multiple tasks in a fast-paced, dynamic environment
• Entry-level to early-career experience in operations, customer success, or a related field
• A scrappy, “get things done” mentality

Responsibilities

• Serve as a point of contact for identifying, troubleshooting, and resolving system issues within Gainsight and related platforms (Salesforce, Certinia, Looker, etc.)
• Perform root cause analysis on system bugs, escalating issues when necessary and working with internal teams to resolve them quickly
• Ensure data integrity and system functionality by continuously monitoring user activity and system performance
• Assist with the configuration and customization of Gainsight to support customer success processes, including automation, workflows, system integrations, data management, and dashboards
• Maintain and update Gainsight templates, reports, and programs to ensure they align with business needs
• Manage Gainsight user permissions and system settings to ensure proper access and security protocols are followed
• Support the administration and data hygiene of Salesforce, Gainsight, Certinia, Looker, and other internal tools related to the Customer Success team's usage
• Aid in the rollout and adoption of new tools
• Handle CS Operations ticket requests
• Work on assigned projects to improve system functionality, resolve operational challenges, and support the overall efficiency of the Customer Success organization
• Collaborate with cross-functional teams, including Customer Success, Revenue Operations, Product, and Business Systems, to support larger-scale initiatives
• Document standard operating procedures and common system issues and troubleshooting steps for internal reference
• Provide training and user support to internal teams on system tools and processes as needed

Preferred Qualifications

• Gainsight experience preferred, with familiarity in administration and configuration (Gainsight certification is a plus)
• Basic understanding of CRM tools such as Salesforce, Certinia and Looker is beneficial
• Gainsight Administrator (Level 3) Certification preferred (but not required)
• 2+ years in a start-up or hyper-growth company experience a plus

Benefits

• Medical, Dental, Vision
• Family Forming benefits
• Life & Disability Insurance
• Unlimited Vacation
• FloQast offers a variety of healthcare plans to fit the needs of our employees and their families
• We offer employees multiple healthcare plans some of which are 100% FloQast-paid
• Professional Growth & Community - Our community extends through and beyond the office. We have Employee Resource Groups, community volunteer opportunities, social events, and reimbursements for professional development relevant to your role
• Work-Life Balance - We provide generous paid time off including paid parental leave to eligible employees. To top it off, we have Mental Health Days, where the company closes to allow employees to unplug, relax, and recharge (we know Zoom fatigue is a real thing!)