Customer Success Operations Analyst – A Cloud Guru – Built In Austin

Posted: March 24, 2020 at 2:45 pm

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The Customer Success Operations Analyst


A Cloud Guru is seeking a Customer Success Operations Analyst to drive strategy, improve efficiency, and promote a data driven culture for our Customer Success Managers. You will work on everything from the highly strategic to the operational; such as implementing a customer health scoring framework, building headcount modeling and capacity planning for the CSM team, forecasting churn and retention, implementing and refining CSM processes, refining the onboarding process, and analyzing CSM and overall business performance. You will be seen as the key business partner for the Customer Success team, and you will support the daily operations of the Customer Success team. You will partner closely with the Sales Enablement, Business Applications (SFDC), Analytics, and other roles to ensure the broader organization is communicating effectively and working collaboratively.

This role will be accountable for driving productivity, effectiveness, efficiency, scalability, and continual enhancements for customer-facing teams as we enable revenue growth. An ideal candidate will be highly analytical, self-driven, collaborative, and strategic.

Our friends call us ACG.

We're on a mission to teach the WORLD to cloud. A Cloud Guru is the largest online cloud school on the planet. Our training feels more like logging into Netflix or Spotify - it's entertaining and playful. The people are the #1 reason employees say they stay at ACG. Were a quirky, tight-knit crew that cares about our customers and each other. No egos here. Our leaders encourage thoughtfulness, compassion, being humble, and we have a bit of fun along the way.

Its an exciting time to join the team, because were in a really unique space. We have an amazing product that people want, and we're in an industry that's tripling in size overnight.

We focus on hiring values aligned people, because we believe the right person can learn all the things to be successful in their role. Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so.College degrees aren't required for any roles, and career gaps or switches are totally welcome.

You need hunger and passion to succeed, but you also need humility. It's not about chest beating here. It's about collaboration. Travis, VP of Sales

Where you work isnt just a career decision -- its a life decision. We get it. Thats why we want all of our Gurus to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work work better for you.

Applying for a job can feel intimidating and like a full-time job of its own. You shouldnt have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. Its our goal to provide you a fair, efficient interviewing experience that respects you and your time and to do it all with a sidecar of delight.

Once you submit an application, well review it.If youre a good fit, youll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then well bring you onsite to talk face to face, answer any questions you have, and give you a feel for what its really like to work at ACG. If you're on the fence, just give it a try.

Keep being awesome, Cloud Gurus.

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Customer Success Operations Analyst - A Cloud Guru - Built In Austin

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March 24th, 2020 at 2:45 pm