Customer Success Operations Analyst

Signifyd Santa Clara , CA 95051

Posted Today

At Signifyd we're creating a new market. We're constantly improving and expanding the technology that has changed what fraud protection for ecommerce looks like. So we don't have time for office politics or to worry about where or when we get our work done. We're all Signifyers, so we know that what needs to get done will get done.

Signifyd is a place where no one is going to tell you how to do your job. If you want help, you'll get it from all quarters. But we pretty much figure out what needs to be done, who's in the best position to do it and then let that person roll-up her or his sleeves and have at it.

We're fighting online fraud in a way that's never been done before and we could use your help if you're someone:

  • Who believes challenges are best overcome by thinking differently.

  • Who knows his or her role, but isn't confined by it.

  • Who's greatest satisfaction comes from helping customers succeed and achieve their dreams.

  • Who isn't afraid to disagree, convincingly, civilly and honestly.

  • Who will stop and hold the door for a colleague, even if you're running late.

Oh, and a few particulars for this role:

Signifyd is looking for an organized, data-driven, and quick-learning Customer Success Operations Analyst to support the Customer Success organization's internal operations and growth. The role requires someone who is process oriented, eager to learn, and not afraid to execute quickly. This is an opportunity to learn about and help execute the scale of a hyper-growth SaaS business, specifically how to master analysis, process development, and systems (Gainsight, Salesforce, Tableau, and others).

Responsibilities:

  • Build and execute customer campaigns in Gainsight to drive product adoption and best practices

  • Consolidate metrics for CSAT and NPS survey campaigns

  • Maintain customer playbooks for the Customer Success team

  • Maintain Gainsight dashboards and perform ad hoc reporting for the CS leadership team

  • Assign accounts to Implementation Managers and Customer Success Managers, performing regular audits of account assignments and recommending changes where needed

Requirements:

  • 0-2 years of experience with experience or interest in: customer success, operations, data analytics, or account management

  • Salesforce reporting experience required

  • Gainsight or other CSM tool highly preferred

  • Tableau experience is a plus

  • Experience building email marketing campaigns in Marketo (or similar tool) highly preferred

  • A passion for building useful reports, creating training guides, and documenting standard policies and procedures

  • Understanding of fundamental Boolean logic (IFs, ANDs, and ORs)

  • Strong analytical and collaborative skills, with ability to prioritize multiple projects/tasks

  • Proficiency with Microsoft Office Suite or G-Suite, specifically strong in Excel/Google Sheets and PowerPoint/Google Slides

  • Passion for e-commerce and new technology

  • Background in payments, fraud space, and/or data science is a big plus

In order to be successful at Signifyd, you'll possess the below traits:

  • Be comfortable with ambiguity and see the 'unknown' as an opportunity

  • Ready to 'step outside' his/her role to help teammates

  • Ability to proactively identify issues and quickly execute on solutions

  • Excellent at juggling multiple tasks

  • Highly dependable and committed to following through on promises

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