Customer Success Operations Analyst
Job Description
The Customer Success Analyst at Vertafore is responsible for reporting, analysis and driving insights for Customer Success. The role supports strategic projects for the organization, as well as our regular Board and Executive reporting. The Customer Success Analyst will also manage the Customer Health model, working with leadership to evolve the program to maintain best practices. This position maintains Vertafore's Gainsight instance, the tool used to run the program. This requires systems management along with process building and patience. This position also manages Vertafore's customer surveying program.
Our environment here at Vertafore is fast-paced and deadline driven. We are looking for an individual that is collaborative and enjoys working through challenges with a supportive team.
ROLE IMPACT:
- Create and maintain reports for Customer Success. Large scope of reporting responsibilities, from daily reports and dashboards up to board level slide decks.
- Investigate operational needs, problems and opportunities, create and present solutions.
- Maintain Gainsight application for the Customer Success org
- Manage Vertafore's customer survey program
- Own special projects to help drive business outcomes for Customer Success team
- Maintain Customer Success' metrics program
- Responsible for data integrity and structure in systems used by Vertafore Operations
- Own Vertafore's data science drive customer health scoring model
PREFERRED EXPERIENCE:
- 2+ years of experience supporting an operations organization
- Experienced in Executive communication and presentations: condensing complex data into accessible stories
- Extreme focus on attention to detail and delivering high-quality solutions.
- Basic financial modeling, expertise with Excel
- Hands-on experience with Project Management tools, NetSuite, Salesforce.com, Gainsight etc.
- Occasional weekend and/or after-hours availability
- An innate drive to solve complex problems, collaborate with others and mentor team members
- Demonstrated ability to produce well-written and succinct technical analysis and documentation to stakeholders in development and product management
Vertafore is about bringing together top talent to make an immediate impact in software. Our culture encourages employees who can create, think and challenge each other in a fast-paced environment. We are transforming our products and services, exploiting advanced techniques to create new "ways and means" for the insurance industry, and with that the industry is changing too.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law equal employment.