Customer Success Operations Analyst BigMachines
THIS JOB HAS EXPIRED About The Company
BigMachines is the global leader in delivering cloud-based mission critical applications to the Fortune 2000. Our industry-leading solutions help companies Sell More and Sell Faster, configuring, pricing, and quoting their complex products.
For the fifth consecutive year we had two great distinctions: landing on the "Inc 5000 list of Fastest Growing Companies" and being voted #1 on Salesforce's AppExchange. BigMachines also just delivered another record-setting year in bookings, revenue, profitability, and customer acquisitions. We do all of this while managing to maintain an industry-leading 95% customer retention rate.
We are looking to add exceptional talent across our entire company of great people who play hard as a reward for working even harder. At BigMachines, we thrive on using unique and unconventional methods to drive remarkable employee success. (We might have an amazing reputation, but we?re not above taking breaks for cheesecake bake-offs and Nerf gun battles.)
We are committed to hiring really smart, hip and altogether fantastic people who are intellectually invigorated and inspired by advancing their careers.
This position is responsible for analyzing performance, driving best practices, and establishing and maintaining reports in our Customer Success Advisor Group. Reporting to the Director of Business Strategy / Customer Success, the role will manage multiple projects and initiatives simultaneously. This individual will work closely with Customer Success Advisors to support our mission to provide unmatched customer success through our best practices and standardized products.
The Customer Success Advisors are trusted advisors (technical and otherwise) to our customers, helping ensure customers achieve success with their implementations and return on their investments. They work with roles from admin to VP of Sales to ensure that customer relationship activities support the strategic objectives of the company. They also establish strong business partnerships with a network of client contacts to maximize potential sales opportunities.
For this position, the CS OPS Analyst will work from our Deerfield (Chicago area) office.
Please Note: Aptitude testing is required for all positions
Maintaining and improving reports & dashboards in Salesforce.com for tracking onsite visits, calls with customers, net promoter scores, surveys, and sharing that information across the company with key stakeholders
Analyzing customer data and making it useful in order to make sound operational decisions. Using Salesforce.com and Microsoft Excel to conduct analysis
Managing projects to improve customer success operations. For example, working across the organization to prepare training and information that Customer Success Advisors can share with our customers
Utilizing analytical tools to monitor and report operational ?key performance indicators?
Developing internal and external customer success initiative presentations
Drafting communication with customers and developing templates that Customer Success Advisors can use to better serve their customers
Serving as Customer Success gatekeeper and expert for Salesforce.com, our internal Customer Relationship Management system
Driving strategic growth initiatives for Customer Success group and tracking performance against goals
Other ad-hoc projects as required
Adhering to all BigMachines security policies, standards and procedures in the performance of job duties
Participating in security training provided by BigMachines
Reporting any potential security weakness, exposure or suspicious indications to manager
BA or BS from a reputable 4-year college or university
0-3 years? experience in analytical or project management role.
Familiarity with Microsoft Excel
Ability to multitask, prioritize and manage multiple projects
Strong analytical skills, including the ability to grasp the "big picture"
Ability to operate effectively under pressure and within challenging deadlines
Excellent project management and strong business acumen
Proven ability to communicate with multiple audiences in written, verbal, and presentation formats
Excellent strategic, problem solving, and organizational skills
Strong focus on customer satisfaction
||Deerfield, IL |
THIS JOB HAS EXPIRED