remotive sales-marketing customer success operations analyst

Customer Success Operations Analyst


This role is remote, based in the US.

Responsibilities
  • Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
  • Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, mid-market, and SMB
  • Create and coordinate key reporting for GitLab leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
  • Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
  • Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
  • Collaborate with Customer Success enablement to develop training and enablement to drive efficiency
  • Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
Requirements
  • BA/BS degree
  • 2 years of Customer Success experience
  • 2 years of relevant experience in program management and/or operations
  • Experience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
  • Experience with support and/or professional services a plus
  • Strong analytical ability and able to prioritize multiple projects
  • Salesforce experience and knowledge of enterprise SaaS tools
  • Excellent problem solving, project management, interpersonal and organizational skills
  • SaaS and B2B experience preferred
  • Interest in GitLab, and open source software
  • You share our values and work in accordance with those values.
  • Ability to use GitLab
  • Experience with agile/DevOps and/or SDLC process and/or tools is a plus
Compensation

To view the full job description and its compensation calculator, view our handbook [1]. The compensation calculator can be found towards the bottom of the page.

Additional details about our process can be found on our hiring page [2].

Remote-East

  1. https://about.gitlab.com/job-families/sales/sales-operations/
  2. https://about.gitlab.com/handbook/hiring/interviewing/
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