Customer Success Analyst/ SFDC Admin
Quantum Metric
Our digital experience analytics platform is quickly becoming an industry standard in the Digital Product space, with businesses planning to spend $1.3 trillion globally in 2018 for Digital Transformation initiatives. Our SaaS platform enables real-time operations for businesses who care about delivering perfect user experiences on web and mobile apps. We’ve delivered multi-million dollar revenue outcomes for some of the most reputable brands in the world by applying big data analytics and machine intelligence to user behaviors.
Our Culture
We are obsessed with helping businesses deliver better digital products and experiences. We encourage creative problem solving, rapid innovation and bold goal-setting. Our relatively flat organization structure keeps everyone informed and enables people to get involved in solving the problems they care about most. We are a close-knit team moving fast to deliver value to our customers and continue pushing the envelope as we develop new products.
Responsibilities
- Act as the primary point of contact for the customer success operations team, bridging data and communication channels across Sales, Marketing, Finance, Customer Success, Engineering and Human Resources.
- Collaborate with executive leadership to define quarterly objectives and drive the team to hit key performance milestones.
- Build and help to standardize business reporting for strategic analysis and internal business review.
- Provide recommendations and take actions based on strategic objectives, forecast or performance metrics.
- Enhance customer success productivity and enable the team to work smarter by simplifying processes, defining issues/opportunities to tackle, evaluating new tools, recommending and implementing new solutions.
- Create and maintain documentation on customer success processes, policies, and relevant training materials, and assist with onboarding new customer success talent.Identify and eliminate customer success process bottlenecks and inconsistencies.
- Own the end-to-end process of tracking customer success operational metrics and delivering regular insights to the business; define and deliver techniques to improve performance for customer success management.
- Own Salesforce administration and project prioritization for customer success purposes; work with the sales operations team to ensure Salesforce is consistent and accurate for all teams.
- Own Zendesk Explore reporting metrics, administration and prioritization for Customer Success including Production Engineering Support.
- Produce and review actionable and accurate customer success reporting and BI tools for customer success engineers and business consultants, managers, and leadership.
- Refine customer segmentation, assist with territory management, and help create a plan to enhance renewal and upsell processes.
Skills
- Demonstrated success in a sales ops, business ops, or similar role.
- Ability to understand high-level sales strategies, translate them into system and process requirements, and ensure local execution and business impact.
- Analytical and demonstrated ability to extract key business insights through data analysis.
- Proven Salesforce.com subject matter expert with experience creating reports, optimizing processes, training new hires, managing dashboards, and more.
- Previous deal desk and/or revenue recognition experience.
- Ability to manage multiple priorities and tasks; proven strong organizational and project management skills in a fast-paced environment.
- Track record in driving change and removing hurdles in fast growth organizations by working cross-functionally with Marketing, Finance and IT.
- Excellent written and verbal communication skills, including presenting to C-level executives
- Agile, self-starter who can work independently and collaboratively.
- Advanced Excel skills with a strong understanding of Salesforce.com, other sales applications (i.e. DiscoverOrg, LinkedIn Sales Navigator, etc.) and email marketing strategies.
Experience
- Bachelor’s degree in a technical or business-related field.
- 3+ years of experience in sales operations and/or business systems preferably in a software/technology
- Experience building and/or managing a sales/customer success operations team.
About Quantum Metric
Quantum Metric is a venture-backed startup that recently raised a $25MM Series A round of funding from Insight Venture Partners, a top-tier NY-based firm. The company has amazing client success stories at enterprise-scale that have helped validate our product-market fit and provided compelling examples of our business value proposition.
The typical Quantum Metric customer achieves a full investment payback within three months of beginning to use our real-time digital intelligence platform and, on average, a 376% ROI over three years. We’re thoughtfully scaling out our team to add outstanding talent that is equally passionate about being part of a team that is fast-paced, innovative and values passion, honesty, persistence, and curiosity.
We’re offering you the opportunity to develop your career in a tech space ripe for disruption. If all of this inspires you, then what are you waiting for? Talk to us today!