Untappd, Inc. is hiring a

Customer Success Operations Analyst

Wilmington, United States
Full-Time

Company Overview

Untappd is a fast-growing technology company that develops social and data-driven software products tailored to the beverage industry. At Untappd, we love connecting our users with beers from hundreds of thousands of breweries, restaurants, bars, and distributors around the world. We are dedicated to advancing the global beverage industry through innovative technology and delighting our users every day. Our software is used by tens of thousands of businesses and millions of consumers around the world and we are proud to have been recognized by the following organizations:

  •  Recognized on the Inc. Best Places to Work in 2019 list
  • #150 on the Inc. 5000 list of fastest-growing US companies (#1 in North Carolina!)
  •  #53 on the Deloitte Technology Fast 500 list of fastest-growing companies in North America (#1 in North Carolina!)
  • #98 on the Entrepreneur magazine’s list of 360 most entrepreneurial companies
  • Featured in dozens of leading media outlets including Time, The New York Times, The Wall Street Journal, TechCrunch, and Forbes

Untappd is proud to be located in the heart of Wilmington, North Carolina. 

 

Job Description

Untappd is looking for a Customer Success Operations Analyst to join the team! We’re looking for someone who is passionate about the customer experience who will improve upon internal systems for our Customer Success and Onboarding Teams. This position provides a unique opportunity to leverage data analytics and insights to enhance the experience for our business customers worldwide. The ideal candidate will design, deploy, and measure Customer Success campaigns that drive loyalty, adoption, advocacy, and expansion throughout the entire customer life cycle. 

 

Responsibilities

  • Coordinate processes and tools for Success  & Onboarding Teams
  • Assist Success Leadership in data-driven improvements to streamline internal systems and processes that support customer success and onboarding
  • Planning and executing strategies to improve the customer’s experience
  • Administer and optimize deal close process in Salesforce and other systems
  • Process churn/downsell and other administrative transactions for the Success & Onboarding teams
  • Recording and analysis of churn and retention
  • Developing dashboards and reports for forecasting/pipeline management and other business processes
  • Integrating and optimizing workflows, alerts and CTAs using systems like Salesforce, Slack, & ChurnZero
  • Coordinate processes and tools across teams (Sales, Support, Product) to drive efficiency
  • Develop materials and collateral for customer success (One Sheeters, Playbooks, Team and Customer Training Materials, Email Communications)
  • Collaborate with Data team/Product to ensure collection of customer onboarding & product adoption data
  • Work with cross-functional teams to implement, test, and measure customer lifecycle initiatives to improve product adoption and reduce churn
  • Measure and report on customer onboarding/launch & product adoption KPIs
  • Provide data-driven solutions to measure and monitor the impacts of change on customer journeys
  • Ad hoc reporting as needed
  • Help manage projects as assigned by Success Leadership
  • Assist in the development and maintenance of customer health scores across key segments. 
  • Ability to communicate complex and technical information to non-technical audiences

Preferred Qualifications & Experience

  • Salesforce experience/Salesforce Admin
  • Customer Success Experience
  • Sales Ops experience
  • Experience with a Customer Success Platform (ChurnZero, Gainsight, Totango etc.)
  • 4-year degree 
  • Excel mastery (v-lookup, index matching, nested functions, pivot tables)

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