Customer Success Operations Analyst

  • Remote - Canada
  • Customer Success
  • Full-time
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As our new operations analyst in our customer success team, you will work on creative technical projects, building a world-class customer success technology stack, solving challenging analytics and resolving automation problems that will help shape our customer experience. The solutions you find will be ones that will be used everyday by Customer Success team members, leadership , and customers alike. Of course every solution you think of will come from your great data analysis, technical knowledge and problem solving skills

If you love,

  • Customer engagement
  • Data analysis and insights
  • Building, maintaining and integrating comprehensive technology stack
  • Process automation design and configuration
  • System integration
  • Collaborating on data and technical system problems

Then here are tasks that would be a part of our current role:

  • Develop, deploy and optimize the architecture and configuration of platform tools to internal customers (including integrations, reports, dashboards, and workflows) and deliver features using Agile methodology
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements
  • Collaborate closely with the corporate BI team in order to effectively share and leverage valuable customer success data points using our corporate data infrastructure.
  • Create and coordinate key reporting for leadership team, to provide reporting on customer adoption, sentiment, advocacy, and business results through Gainsight (i.e., forecasts, renewals, expansions, churn)
  • With support from the Customer Operations Manager, coordinate Gainsight release activities including leading review meetings, release notes development and release notifications.
  • Perform new feature function evaluation and testing (across our tech stack)
  • Develop and manage platform configuration and process documentation
  • Build integrations to export Gainsight data into Snowflake Design business rules to analyze customer data and trigger actions for the Customer success team to proactively engage with customers
  • Be the design/configuration authority for assigned projects
  • Organize and facilitate technical requirements workshops with business stakeholders
  • Advise and inform decision makers on technical issues
  • Coordinate the resolution of issues and technical defects 
  • Examine the test plan
  • Support "go live" and post "go live" activities
  • Actively seek opportunities to recommend improvements/additions to our technology stack

The techs you would be using include (and are not limited to) : 

  • Gainsight 
  • Salesforce
  • Snowflake 
  • Visualization Tools (Tableau)
  • SQL 
  • Github - can be part of training
  • Chorus

Requirements

  • You have approximately 3-5 years of experience in a similar position
  • You have a Salesforce &/or Gainsight certifications (an asset)
  • You are used to converting internal client’s needs into technical requirements
  • You know different BI tools and would like to dig deeper into that
  • You have a curiosity and ease with technical work
  • Your rigor and organization skills stand out 
  • You have experience in documenting requirements
  • You are familiar with Jira and Confluence
  • You know how to adapt your message according to your audience
  • You are bilingual (Bonjour!)

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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