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Operations Analyst



IT, Operations
Posted on Thursday, May 30, 2024
We are looking for a data-driven, organized, and detail-oriented individual to join the FloQast Revenue Operations team as an Operations Analyst. This individual will primarily support the customer success and expansion sales departments and will work directly with management to drive process improvements and operational efficiency to enable FloQast to continue to provide a best-in-class customer experience. This person will be responsible for leveraging our customer and product usage data to effectively deliver strategic insights across the organization. This person will also drive digital operations initiatives to ensure peak efficiency and consistent improvements in how we scale our processes.
*Visa sponsorship is NOT available at this time

What You’ll Do:

  • Play a key role in defining customer data strategy to gather deeper insights on customer health, risk tracking, and renewal probability.
  • Work cross-functionally with Customer Success, Enablement, Product, Sales/Account Management, Marketing, and other internal teams to standardize and streamline processes by tracking areas of opportunity in lifecycle stages such as onboarding, renewal, expansion, etc.
  • Support the administration and data hygiene of Salesforce, Gainsight, and other internal tools related to the post-sales teams’ usage.
  • Manage, monitor, and automate data intake, cleansing, enrichment, aggregation, and analysis, driving a more efficient post-sales process.
  • Manage all customer-facing email programs in our CSM tool (Gainsight), including templates, contact lists, and program automation.
  • Act as a liaison across Marketing, Product, Customer Success, and Account Management on their multi-product Go-to-Market communication strategy for both new features and product launches.
  • Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post-initial sale).
  • Work with Business Systems to develop requirements for system and process improvements, and aid in the rollout and adoption of new tools.
  • Handle inbound post-sale operations tickets by prioritizing the active queue and managing the backlog.
  • Develop and maintain standardized reports and dashboards, and metrics for the team to use in our CRM tools (Salesforce and Gainsight), and provide training, enablement, and ongoing support.
  • Understand and optimize the current Salesforce database to categorize customer profiles (by geography, persona, ERP, industry, and other verticals).
  • Create new, innovative ways to grow and optimize the end-user experience.
  • Any other tasks that may be assigned to help the company meet its goals

What You’ll Bring:

  • 2+ years of relevant work experience in an operational role, ideally with a focus on Customer Success and/or Expansion Sales within the SaaS industry
  • Minimum of 6-12 months of Gainsight Admin Experience with Gainsight Rules Engine, Data Management, or other Systems architecture and configuration experience is required
  • Prior experience working with Salesforce.com
  • Expertise in Excel and advanced analytical skills with experience building reports in dashboards in Business Intelligence tools.
  • Bachelor's degree preferred
  • Operations background and an analytical mindset who can find answers in data, background in analytics or relevant role is preferred
  • Team player mentality with the ability to work well under tight deadlines and respond to rapidly changing demands and fulfill efficient follow-ups
  • Strong sense of ownership and urgency, organizational and time management skills, ability to multitask and prioritize work
  • Process-oriented mindset, always seeking to improve efficiency
  • Detail-oriented with strong problem-solving and decision-making skills
  • Self-starter with a high level of initiative and follow-through
  • Excellent communication (written and verbal), interpersonal and consultative skills
  • Strong work ethic and integrity
The base pay range for this position is $80,000- $110,000. Compensation is not limited to base salary. FloQast values our Total Rewards, and offers a competitive and elaborate Benefits Package including, but not limited to, Medical, Dental, Vision, Family Forming benefits, Life & Disability Insurance, Unlimited Vacation, and participation in our Employee Stock Program. FloQast reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.