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Senior Customer Success Operations Analyst - Customer Programs-US Only

Published on 18.01.2022

Company

Website : https://about.gitlab.com/
Industries :
IT, software engineering, Internet
Research and development
Job ads : See our Job Ads
GitLab is The DevOps platform that empowers organizations to maximize the overall return on software development by delivering software faster and... read more

Job Ad & Profile Description

Position : Senior Customer Success Operations Analyst - Customer Programs-US Only

GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute .

GitLab's DevOps platform empowers 100,000+ organizations to deliver software faster and more efficiently. We are one of the world’s largest all-remote companies with 1,400+ team members and values that guide a culture where people embrace the belief that everyone can contribute .

Senior Customer Success Operations Analyst-US only

The Senior Customer Success Operations Analyst reports to the Manager, Customer Success Operations.

Responsibilities

  • Partner with Senior Customer Success Programs manager to design, execute, measure, and iterate on digital engagement programs.
  • Run the operational side of Customer Success Programs, building and analyzing programs and digital engagements including onboarding, product enablement, data-triggered engagement (e.g., low adoption, low/high adoption)
  • Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, mid-market, and SMB in order to provide flexible consumption for all customers
  • Significant oversight in Gainsight and/or other system architecture
  • Use data to 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)
  • 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.
  • Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
  • 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
Required profile for job ad : Senior Customer Success Operations Analyst - Customer Programs-US Only

Requirements

  • Extensive experience supporting Customer Success
  • Intermediate/expert Gainsight admin
  • Strong Journey Orchestrator understanding
  • Intimate understanding of Tech Touch/Digital Experience
  • Strong background in developing A-B testing and proving ROI with Gainsight dashboards
  • Marketo, Pardot, JO background, preferred
  • Progressive experience in program management and/or operations
  • 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
  • Experience with support and/or professional services a plus
  • 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
Job criteria for job ad : Senior Customer Success Operations Analyst - Customer Programs-US Only
Job category :
IT, new technologies
Production, maintenance, quality
Services
Industries :
IT, software engineering, Internet
Research and development
Employment type :
Permanent contract
Region :
Bulawayo - Harare - Manicaland - Mashonaland Central - Mashonaland East - Mashonaland West - Masvingo - Matabeleland North - Matabeleland South - Midlands
Experience level :
2 to 5 years
Educational level :
Bachelor
Number of Position(s) : 1

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