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Customer Success Operations Analyst

Location: Addison, TX, United States
Date Posted: Sep 8, 2021

Job Description

Description

At Securonix we are hiring a Customer Success Operations Manager or Analyst whose mission will be to support the effectiveness and efficiency of our Customer Success team. You will report into the Securonix Customer Success Program Office and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale.

 

What we are looking for in a CS Operations Manager or Analyst:

 

  • Passion for designing and enhancing the customer journey 
  • Enjoys data intelligence and problem solving
  • Possesses a high degree of passion and ownership for their work 
  • Clear and effective communicator with professional presence across all customer levels
  • Empathetic and champion for the customer with strong listening skills
  • Actively engages cross organizationally and departments to make improvements
  • Ability to influence and obtain results

 

Responsibilities: 

  • Knowing how to operate CSM tools like Totango is essential. Training can be provided. 
  • Customer Journey - Determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score (NPS) 
  • Customer Interactions - Engagement within the CSM team to collaborate and support customers in Renewal or At-Risk phases
  • Risk Management - Identify early signals of at-risk renewals, design or update existing playbooks for CSMs to address them, and provide path to escalation or leadership
  • Opportunity Management - Regularly poll CSMs for prospective upsell customers
  • Cross-Functional Coordination - Coordinate cross-functional processes which support renewal and upsell targets and deliver for our customers’ needs, including processes for CSMs to: 
    • Relay customer feedback to the Sales, SDM and Principal Engineering teams
    • Align with the Support team on resolution of major P1 incidents 
    • Provide feedback to Sales for platform adoption of our customers 
    • Help the Onboarding team overcome any delays in implementation 

 

Reporting: 

 

  • Forecasting - Execute the reporting strategy for renewals and upsell forecasts, e.g. through dashboards and presentations
  • Analysis - Track and trend the leading indicators for renewals and upsell, including analyzing them to understand what’s going well and what’s not
  • Metrics - Refine the Key Performance Indicators (KPIs) for the Securonix Customer Success Program

 

Organization and Technology:

 

  • Team Structure - Map the tiers for existing customers, identify workload distribution risks across the CSMs
  • Enablement - Coordinate materials and topics which help CSMs work more effectively Systems 
  • Systems - Actively support Totango and the various tool functions related to success plays throughout the customer journey
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