Weave is hiring a

Customer Success Operations Analyst

Lehi, United States

Ok, first things first: What does Weave do? Well, Weave created and continues to develop the most innovative communication platform for small businesses in the industry. It’s a phone system that also serves as a hub for everything a business needs to thrive in today’s competitive climate (think: two-way texting customers, text reminders, scheduling, online reviews...just to name a few).

We’re able to provide brilliant software and customer service because we have incredible talent working at Weave. What’s more: 99% of our people recommend working at Weave to their friends… because we aren’t about that employee life. We’re about that people life. And the people of Weave are caring, creative, and hungry. (Let’s be clear-- by hungry we mean they have the drive to exceed their highest potential. They’re not actually hungry-- we have weekly team lunches and an entire cafe stocked with food to feed our small army.)

The perfect CS Ops Analyst would be a person who obsesses with process improvements and data for the purpose of enabling our team to be effective and efficient at their jobs.

Requirements

Responsibilities:

  • Administer Gainsight reports, workflows, data connectors and data integrity
  • Continue the development and validation of customer health score metrics, predictive analytics and maximizing Gainsight’s program architecture
  • Create and execute calls to action (CTAs) and email automation as needed by the CS management team
  • Collaborate with other BI teams on projects as needed
  • Train new hires on systems processes
  • Build data visualizations in DOMO, Salesforce and Gainsight to display actionable data in simple ways
  • Execute NPS & post Onboarding CSAT programs

Required Skills:

  • Highly skilled in at least one system (Gainsight, Domo, etc.) showing proficiency in ability to grasp complex system knowledge
  • Someone who has a passion for data and systems and can learn technology fast
  • The ability to take high level direction for an analytics project and break down the data to show multiple views, correlations, and causations
  • The ability to ask the right questions to get the info needed to complete systems and analytical problems
  • The ability to display data in simple ways so the team understands the proposed problem, story and recommendations.
  • 1+ year experience with Salesforce
  • Proficient in Excel or Google Sheets

Preferred Skills

  • Bachelor’s degree or equivalent preferred
  • Gainsight and/or Domo Certification
  • Business intelligence (BI) reporting tools & dashboard experience
  • Experience working within a Customer Success Management organization

Benefits

-401K

-Medical, Dental and Vision

-Flexible Time Off

-Growth Opportunities

-Free snacks, breakfast provided on Mondays and Lunch Provided on Wednesdays

-Amazing culture that allows work to stay at work

-Free haircuts

-Best maternity and paternity policy in Utah

-Voted #7 Best Small-Medium Sized Company to Work for in 2019 by Glassdoor

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