Senior Associate, Customer Success Operations

You're self-motivated and self-directed with a passion for process improvement. You identify opportunities and solve problems while acting as an advocate for our internal stakeholders.

You’re highly organized with a demonstrated ability to multitask. You’re a true team player with the propensity to question, explore, and most importantly, challenge the status quo. You thrive in a fast-paced, dynamic environment where you are tasked with handling a variety of organizational and analytical tasks.

In this role, you will assist the Customer Success Operations team on strategic initiatives to scale key parts of the Private Sector organization. This is a unique opportunity to make an impact at a fast-growing technology company.

• Comprehensive medical, dental and vision insurance plan options for employees, domestic partners and their dependents
• Generous PTO, flexible sick days and remote working options
• Paid parental leave and family forming benefits
• Mental health benefits and support
• Company equity (RSUs)

• Collaborate cross-functionally with our Customer Success, Product, Engineering, Sales, and Marketing teams to drive strategy and process improvements across the organization at large
• Utilize Catalyst, Salesforce, and Looker to generate reporting to assist our operations and leadership team in making data driven decisions
• Conduct both qualitative and quantitative research to assess potential new projects and provide feedback to the Customer Success Operations team.
• Support ongoing change management efforts by documenting new processes, workflows, and drafting downstream training materials and/or communications
• Ensure all stakeholder needs are met, solving issues at the lowest level and knowing when to escalate
• Maintain detailed weekly updates on the status of all ongoing projects
• Aid in the global implementation of third party tools and services

• Bachelor's degree or equivalent relevant experience in a related field
• 2-4 years of project management, operations, or product experience with a strong focus on delivering the best possible process experience for all customers and internal stakeholders
• Proficiency in MS Excel, Salesforce, Looker, JIRA or similar project management / data visualization tools
• Experience with Customer Success tools like Catalyst or Gainsight a plus
• Self motivated with the ability to work both independently and collaboratively within a team
• Excellent attention to detail, highly organized and process oriented, with ability to work multiple projects at a time