Business Operations Analyst, Customer Success
hace 2 días
Arkose Labs is looking for a Customer Success Operations Analyst to join our growing team. You will be an integral part of our Customer Success organization, responsible for the Salesforce data needed in the department as well as the configuration and continuous improvement of our Customer Success support workflows including administration of our ticketing and Customer Success systems.
You enjoy technical details and can implement changes, but can also communicate effectively with stakeholders to understand business requirements and operational needs. You love optimization and process improvement and proactively look for ways to constantly improve. You have experience and knowledge of Salesforce and Customer Success tools, and love getting into the nitty-gritty to properly handle data and workflows across all systems.
**Responsibilities**
- Work with the business operations team to maximize the operational effectiveness and efficiency of our rapidly growing Customer Success team
- Serve as the main point of contact for everything Salesforce-related within the Customer Success department
- Drive improvements to the Customer Success operational workflows by identifying gaps, proposing solutions, and working with cross-functional teams to implement and roll out to the Support organization
- Help generate and follow operational reporting to ensure it provides visibility to core support SLAs and operational improvement opportunities
- Develop a strong relationship with Sales Operations and Customer Success to build a holistic, customer-centric product feedback loop and constantly refine the process to act as the voice of the customer (e.g. Approach to issue tagging, reporting, and tracking)
- Help to develop and maintain documentation around the team's processes, tools, and workflows.
- Act as a key point of contact for our Customer Success team members, responding to bug reports or system changes in Salesforce, Churnzero, and Zendesk, among other tools.
**Must-Have**
- Experience in an Operations role
- Experience using Salesforce
- Knowledge customer support systems, such as Gainsight, Churnzero, ZenDesk, or similar
- Direct experience in Customer Success, Support, or Service within a contact center environment
- Strong analytical and problem-solving skills; proven ability to translate ambiguous questions or asks into actionable insights and deliver solutions
- Critical thinking skills to identify gaps and prioritize opportunities
- Strong communication and collaboration skills
- Strong spreadsheet skills (Excel, Google Sheets, etc.) including large data manipulation, pivot tables, etc.
**Nice to Haves**
- High-paced SaaS or startup experience
**Why Arkose Labs?**
Join an early stage, fast growing startup with pioneering technology built by passionate and ambitious people.
Work with some of the biggest names in the market, such as Microsoft, Paypal, EA, Github, Twitch, Roblox, Twilio, and Minecraft
We value **your** unique contributions, perspectives, and experiences. Be part of a diverse and high performing environment that prioritizes collaboration, excellence, and inclusion. We hire the best, focus on their professional development, and offer support for continuing education.
**We value**:
- **People -** independent thinkers making data-driven decisions and taking project ownership
- **Teamwork -** building trust, respect, and integrity to openly communicate and constructively challenge one another
- **Customer Focus -** customer empathy and problem-solving obsession
- **Execution -** actions with precision, professionalism, and urgency
- **Security -** our lens for implementing processes, procedures, and programs
**Benefits**:
- We provide home office setup assistance to optimize your remote working experience
Arkose Labs is an Equal Opportunity Employer that makes employment decisions without regard to race, color, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, genetic information, or any other characteristic protected by applicable law. In addition, Arkose Labs will provide reasonable accommodations for qualified individuals with disabilities.
All employees of Arkose Labs are required to comply with its COVID-19 Vaccination Policy, which includes individual vaccination requirements for U.S. in-office attendance and/or travel to any U.S. company-sponsored events. If any travel or in-office attendance is a required part of the position to which you are applying, you may be required to provide evidence of your vaccinated status as a condition of accepting employment with Arkose Labs.
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