Client Success Operations Analyst

2 weeks ago


Remote, Canada Absorb Software Full time

Working for Absorb has truly been a fantastic experience. It is an organization which offers opportunities for everyone to foster and grow both professionally and personally. What I love most is that no two days are the same here. The organization is very multicultural and with offices across the globe including myself in Ireland, we get to interact with colleagues from various nationalities and cultural backgrounds, which is also another interesting facet of working for Absorb. I have not only learned a lot, but there has also been so much cross functional learning which has helped both my team and I flourish. Peers at Absorb are extremely talented, encouraging, and helpful who are always there in times of need. Overall, Absorb is such a great place to work and definitely the best career move I’ve ever made. - Darren O'Connor: Director, Client Advocacy _

The Client Success (CS) Operations Analyst will serve a crucial role in developing and driving operational efficiencies across the Client Success organization with a direct impact on the customer experience. This means optimizing our CS workflows to be scalable while using the most appropriate digital tools to elevate output. In this dynamic and data-driven role, you will uncover critical insights to inform our customer success strategy on net retention and growth.

A typical day will consist of collaboration sessions, data analysis, alignment with core stakeholders, workflow creation and implementation, and measure of product adoption. You will also conduct independent research on existing workflows and customer success best practices and look for ways to enhance the customer experience.

Are you interested in learning more about the work culture at Absorb? Check out the video below:
Absorb Software: Remote Work Culture

**What you’ll do**:

- Leverage key success metrics to drive customer satisfaction and operational efficiency.
- Analyze usage pattern of our customers and produce reports for CS Leaders to create adoption strategies.
- Build, test and deploy system configurations (customer journeys, health scores, call to action, etc) within sprint processes
- Develop processes and tools to support our customers in each segment: Enterprise, mid-market and SMB
- Partner with CS Leaders to support frequent forecasting processes, monthly and quarterly reporting processes, and ultimately annual planning
- Develop reporting on customer adoption, health, and commercial results (forecasts, renewals, expansions, churn)
- Lead specific projects aimed at driving operational (expansion, retention etc.) and / or scale improvement (system upgrades, process improvements, etc.)
- Curate content and playbooks to allow the team to deliver customer outcomes more efficiently and consistently.
- Develop methods, processes, and tools to appropriately support our customer segmentation strategies.
- When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.

**What you’ll bring**:

- Minimum of 4 years hands on experience in a relevant field (e.g. customer success, operations, business analysis, data analytics)
- Experience with Customer Success Management systems (e.g., Gainsight/Totango/digital marketing tools)
- Experience in data analysis, business intelligence and design of multiple reports/dashboards
- Strong understanding of Customer Success business domains including Tech Support, Professional Services and Customer Success Management from both a business and systems perspective
- Experience with Salesforce, Gainsight and Zendesk tools

**Technologies we use**:

- Absorb LMS, Salesforce, Gainsight, Zendesk

**Are you ready to become an Absorber?**

**What we offer**:

- Fully remote-first work with flexible work arrangements
- Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location
- New Hire Equipment Allowance and monthly Flex Allowance to support your success
- Endless opportunity for career growth and internal mobility
- Employee driven DE&I programs
- Games room, meditation & yoga space, state of the art workplace for Absorbers in our Calgary office

**Who are we?**

Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer’s organizations grow. We empower learners to enrich their lives, workplaces and communities.

**Our values are simple**:

- **We achieve exceptional results by genuinely caring about each other and the work we do**:

- **We’re united, and we grow through our commitment to elevating continual learning**

LI-Remote



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