Customer Success Operations Analyst, Gainsight - Remote

Splunk
Salt Lake City, UT / Remote
30+ days ago

Job Description

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, customers, having fun and most importantly to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!

Splunk is the world’s first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

Role:

As a member of the Customer Success Platforms team, the Splunk CS Operations Analyst will play a key role in the overall alignment of strategic business initiatives with operational functions and processes within the CS organization and Splunk as a whole. As we expand our scale engine to drive increased engagement with our customers, you will function as a lynchpin in ensuring our teams have the tools and support they need to help Splunk customers derive maximum value from their investment. You will also help broaden visibility into our efforts to drive successful outcomes, customer retention and churn reduction company-wide. Come join a team that is creative, dynamic, collaborative, focused on driving outcomes, and fun!

Responsibilities:

  • Perform day to day configuration/maintenance operations, monitoring and problem resolution within the Gainsight platform
  • Manage support and request queues, providing direct end user support through problem tickets and Slack channel response monitoring
  • Work closely with CS Enablement in providing guidance/advice to end users through office hours and other best practice training sessions
  • Assist with innovating and operationalizing new CS business strategy processes and programs with a focus on efficiency and scalability
  • Evaluate existing processes and programs for efficiency and make recommendations for continuous improvement
  • Participate in Gainsight development and release management cycle
  • Perform new feature function evaluation and testing
  • Develop and manage platform configuration and process documentation
  • Collaborate, contribute and partner with CS Strategy and Operations, Renewal Operations and CRM teams in overall business strategy and process development

Requirements:

  • Minimum of 1 year Gainsight support or administration experience
  • Minimum of 1 year experience as a Salesforce power user
  • Previous end user support, sales or Customer Success Operations experience in a SaaS environment
  • Demonstrable understanding of object-oriented concepts and logic fundamentals (IF/AND/OR)
  • Strong Analytical and problem solving capabilities
  • Ability to manage multiple priorities and shift focus as necessary
  • Excellent verbal and written communication skills
  • Empathetic approach to supporting and engaging end users
  • Experience with relational databases and/or data integration and management strategies is a strong plus
  • Experience with office suite software (Google Docs, Microsoft Office)
  • Experience with agile project management tools (i.e. JIRA) is a plus
  • Gainsight Certified Administrator preferred

#LI- Remote

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Source

https://www.indeed.com/jobs

Not sure if you qualify?

Uvaro is here to help you land great jobs like this one.

Upgrade your skills

Other Jobs

Rise People

Rise is Canada’s complete people management solution that gives employers everything they need to build loyal and productive teams—all in one place. We collaborate and co-create to build solutions that completely change how companies of all shapes and sizes manage their payroll, scheduling, time tracking, group benefits, recruitment, onboarding, and more.

 
Vancouver, BC
Uvaro

1+ years of successful sales development experienced experience in B2B software or B2C services is a plus. Ability to work occasional evenings or weekends.

 
Waterloo, ON / Remote
Freshworks Inc

About Freshworks: At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion, irrespective of their background, gender, race, sexual orientation, religion, or ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, our communities, and our business. Freshworks makes it fast and easy for businesses to delight their customers and employees. We do this by taking a fresh approach to building and delivering affordable, quick to implement, and designed software for the end-user. More than 50,000 companies -- from startups to public companies -- worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM). Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. Freshworks transforms the way world-class organizations collaborate with customers and co-workers. The suite includes Freshdesk (omnichannel customer support), Freshsales (sales automation), Freshmarketer (marketing automation), Freshservice (IT service desk), Freshteam (HR management system). Overview: We are currently looking to hire energetic SDRs. This position is an integral part of our sales engine. SDRs are focussed on the front end of the sales cycle and be the face of Freshworks. The SDR team is responsible for identifying opportunities and generate a sales pipeline. This role is based out of Chennai. Responsibilities (What you'll be expected to do): - Generate qualified opportunities for the company by rigorously prospecting and researching in the assigned region/market. - Do rigorous research on companies, and build an effective sales pipeline. - Strike and initiate conversations with high-profile personas of companies you are prospecting. - Be the face of Freshworks and pitch the company and our products to the prospects. - Come up with creative emails and campaigns to draw the attention of prospects. Requirements (What we look for in candidates): Must-haves: - 4-8 years of work experience in any customer-facing sales role. - Clear, concise, and effective written and oral communication skills. - Empathy towards customers and understanding their needs. - Interest, curiosity, and openness to learning new technologies. - Prior exposure to tools like LinkedIn Sales Navigator, DiscoverOrg, ZoomInfo, etc. - Good interpersonal skills and ability to collaborate with internal stakeholders as well as end customers. - Learning mindset and the right attitude that will help you thrive and adapt in a fast-paced, performance-driven environment. - Ability to handle rejections and stay focused and driven. - Ability to multi-task and manage your tasks effectively. - Flexibility in working in different shifts/regions. This is absolutely mandatory because you will be expected to work in a specific shift for a minimum of two years. Good to have: - Prior work experience in SaaS product companies in domains relevant to Freshworks' suite of products. - A proven track record of consistency in overachieving targets.

8 hours ago
Tamil Nadu Chennai