Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
We are looking for a Customer Success Operations Analyst to support our Sales and Customer Experience team.
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Key Responsibilities Include:
- Collecting data from various internal and external sources to prepare analytical reports that support CX decision making
- Working with staff from other departments as necessary to collect and summarize data
- Maintaining and organized database of all collected information to ensure efficient and effective data retrieval and reporting
- Routinely reviewing data to identify gaps, inconsistencies, and errors to address them promptly
- Using a CS Platform, Zendesk, JIRA and Salesforce to manipulate data extracted
- Developing reporting structures and statistical methods for trend analysis
- Align with Manager, Customer Success Operations to sending out daily, weekly, and monthly reports.
Qualifications:
- Strong analytical skills, using a combination of tools including (but not limited to): ChurnZero and/or Gainsight, Zendesk, JIRA, Salesforce, Service Now, Pendo
- Strong ability to extract and summarize actionable insights for decision-making purposes using a combination of tools including (but not limited to): PowerPoint, LucidChart
- Ability to work in a fast-paced environment
- Excellent knowledge of basic computer skills
- Ability to resolve unexpected problems quickly and efficiently
- Ability to work as part of a team and independently
- Strong communication, organization, and planning skills
- Ability to learn and share knowledge with other team members