Customer Success Operations Analyst
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Named among the best workplaces in the U.S. by Great Place to Work for three years running, honored on FORTUNE Magazine’s inaugural list of the 100 Best Workplaces for Millennials, and chosen as the “Market Leader in Incentive Compensation” by CRM magazine, Xactly is proud to be disrupting the incentive compensation market space. We’re building a culture of success and are looking for motivated professionals to join us!
As a Customer Success Operations Analyst in Xactly’s Denver office, you will be responsible for building and maintaining customer reports and analysis, administering Gainsight, and managing Customer Satisfaction Programs to support strategic and operational decision-making. We are seeking a highly organized, data-driven team-player with a “can do” attitude and a creative mindset.
Not only do we offer strong growth opportunities for top performers, but we also have a top-notch culture, benefits (check them out below) and more. Our strong C.A.R.E. values – customer success, accountability, respect & excellence – guide our every move, allowing us to be a leader in the incentive compensation & performance management market. We set the example with excellent customer experience and deliver an award winning SaaS (Software-as-a-Service) product!
Read all about us at www.xactlycorp.com!
Responsibilities:
- Manage a series of customer metrics on a weekly, monthly, quarterly and annual basis
- Ad hoc reporting requests on customer landscape and trends
- Provide analytics as needed
- Build and maintain a common customer data set in Excel or similar tool
- Build Gainsight reports and custom reports and dashboards using SFDC report writer
- Build custom views and dashboards of metrics and accounts for Customer Success Reps (CSRs)
- Manage Customer Satisfaction Programs within Gainsight, such as Customer Index Score, Net Promoter Score (NPS), and Transactional Surveys
- Map, document and train the CSRs on basic application process flow (E.g. illustrate the steps (using screen shots) on critical business processes needed in order to maintain accurate reporting in GS and/or SFDC.)
- Manage and maintain data cleanup/reconciliation of records in Gainsight
- Ability to work with other departments, such as DELTA support team in Bangalore, to ensure customer usage data is being uploaded accurately and timely into Gainsight
Required Skills:
- Bachelor’s degree required; MBA a plus
- 2 to 5 years working experience with at least two years of experience in an analytic role within one or more of the following disciplines: Customer Success, Sales, Strategy or Finance
- Consulting experience highly desired
- Highly proficient in Word, Excel (including the ability to create reports, formulas, v-look ups, charts and graphs), and PowerPoint
- Experience doing data analysis, modeling, and/or financial analysis to support or drive business decisions
- Experience with Salesforce.com, Gainsight and/or other Customer Success applications a plus; experience with Domo would be helpful
- Comfortable presenting and engaging with cross-functional teams and executive management
- Good judgment and discretion needed (due to access to global customer data)
- Ability to work independently and drive projects to completion
- Able to prioritize requests based on importance and timing for key decision making or events, such as Sales Kickoff Meetings, Quarterly Operations reviews, Board Meetings, and more.
- Experience with growth technology environments is preferred
Benefits and Perks:
- Flexible Time Off (FTO) (vacation, sick, volunteer = your choice!)
- Comprehensive Insurance Coverage (including pet insurance!)
- Tuition Reimbursement
- XactlyFit Gym/Fitness Program Reimbursement
- Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks
- Access to Corporate Discounts
- Free Parking & Commuter Benefits
- Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities
- End of Month Surprises, Contests, BBQs, Parties & Reward Vacations
- 401(k) Retirement Savings Plan & Employer Match
About Xactly Corporation
Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We address a critical business need: To incentivize employees and align their behaviors with company goals. Our products allow organizations to make more strategic decisions, increase employee performance, improve margins, and mitigate risk. Our core values are key to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.
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