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Customer Success Operations Associate

3 months ago

India Egnyte Full time

Customer Success Operations Associate

India, Remote

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 22,000+ customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

Invested Relationships

Fiscal Prudence

Candid Conversations

ABOUT EGNYTE

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

The Customer Success Operations team is the driving force behind the seamless functioning of customer success initiatives within the organization. Tasked with optimizing processes and leveraging technology, this team ensures the efficient delivery of customer success programs. By analyzing customer data, implementing effective tools, and collaborating across departments, the Customer Success Operations team contributes to the enhancement of customer experiences and the overall success of the organization. Their strategic planning and cross-functional coordination play a critical role in not only retaining customers but also fostering growth and ensuring the continual delivery of value to customers through products or services.

WHAT YOU’LL DO:

Data Verification and Validation:

  • Assist in verifying and validating the consistency and quality of data within Customer Success systems (Totango, Tableau, Salesforce, etc.).

Reporting and Insights:

  • Create and coordinate key reports for Customer Success, collaborating with internal teams like Data Analytics and Data Engineering.
  • Provide insights into customer journey metrics (Onboarding, Adoption, Renewal, Expansion, Advocacy) and business results (forecasts, renewals, expansion, churn, etc.).

Feedback Analysis and Training:

  • Collect and analyze customer feedback to identify areas for improvement in relation to our Voice of the Customer program.
  • Contribute to the development of surveys and tools for gathering customer insights.
  • Develop training materials and conduct sessions for new customer success team members.

Quality Assurance:

  • Conduct regular audits of customer success activities to ensure adherence to best practices.
  • Perform routine audits of licenses, tools, and other assets to ensure compliance with company policies.

Customer Engagement and Advocacy:

  • Monitor customer engagement metrics and collaborate with the team to enhance customer interaction.
  • Assist in managing the customer advocacy program alongside marketing (customer welcome kits).

Project Coordination and Collaboration:

  • Assist in the planning and execution of customer success initiatives and projects including playbooks, campaigns, and more.
  • Collaborate with various Customer Success teams to develop training and enablement for driving efficiency.
  • Work effectively in a highly matrixed environment, supporting program launches on behalf of the organization.

Process Optimization:

  • Assist in documenting standard operating procedures for customer success operations (experience with Confluence or other knowledge management tools).
  • Update lifecycle processes, policies, and metrics to support customer outcomes and business growth as directed.

Communication and Miscellaneous Tasks:

  • Assist in drafting customer communications, including newsletters, product updates, and relevant content.
  • Complete miscellaneous tasks and reports as needed.

Stakeholder Relationships:

  • Build trusting relationships and credibility with key stakeholders and partners across the organization.
  • Leverage strong communication skills to gain input from and influence stakeholders, contributing to improved project decision-making.


YOUR QUALIFICATIONS:

  • Required: 2-3 years of experience in Customer Success or similar teams focused on SaaS and B2B, preferably within the United States.
  • Advanced knowledge of Excel required with experience in other data analysis and BI tools
  • Experience using Customer Success Management Systems (e.g. Gainsight/Totango/Churn Zero/Plan Hat/Client Success/etc., digital marketing tools).
  • Strong analytical skills
  • Excellent problem-solving, project management, interpersonal, and organizational skills.
  • Excellent communication skills (written and oral) as well as proven relationship-management skills; ability to present complex ideas in a clear, concise fashion to all levels, including senior executives.
  • Salesforce experience and knowledge of enterprise SaaS tools preferred
  • Experience with support and/or professional services a plus
  • Experience with Agile/DevOPs/SDLC processes and/or tools is a plus
  • You share our values and work in accordance with those values


BENEFITS:

  • Competitive salaries
  • Company equity depending on role and level
  • Medical insurance and healthcare benefits for you and your family
  • Fully paid premiums for life insurance
  • Flexible hours and PTO
  • Mental wellness platform subscription
  • Gym reimbursement

COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:

At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.