Senior CS Operations Analyst

Summary

Join BigCommerce's Revenue Operations team as a Customer Success Operations Analyst. You will be responsible for optimizing customer success processes, reporting, and documentation. This role requires strong relationships with Customer Success and GTM Operations leaders, Gainsight administration expertise, and data analysis skills. You will work closely with the Customer Success team to improve the customer experience and drive operational cadences. The ideal candidate has 4+ years of experience in tool administration, operational excellence, data analysis, and scalable processes. BigCommerce offers a dynamic work environment and opportunities for career growth.

Requirements

• A customer focused operations analyst with 4+ years experience in tool administration, operational excellence, data analysis, and scalable processes
• Bachelor’s degree in an analytical or business field
• Prior experience with Gainsight administration (or similar Customer Success tools)
• Confident communicator who naturally simplifies complex concepts into absorbable information that influences the behavior of stakeholders
• Experience working with Customer Success / Customer Experience teams to evaluate opportunities, recommend improvements, and operationalize new programs
• Driven, curious, and comfortable solving problems despite ambiguity
• Prior experience in SaaS technology

Responsibilities

• Establish a strong relationship with leaders and team members across Customer Success and GTM Operations, serving as a subject matter expert in the customer journey and identifying opportunities to enhance our customer experience
• Lead the configuration and administration of Gainsight including adopting new features, monitoring data integrity, creating journey orchestrator programs, and ensuring alignment with business processes
• Optimize customer success processes, reporting, and documentation while ensuring a seamless customer experience
• Partner with our Customer Success practice to research, recommend, and operationalize improvements to our scaled customer success program
• Champion customer feedback management, recommending tools and processes and analyzing customer feedback, including NPS and other CS programs
• Identify and analyze leading indicators within customer data to identify trends, opportunities for improvement, and potential risks to customer retention

Preferred Qualifications

Salesforce.com experience