Customer Success Operations, Business Analyst II
Job Details
Experienced
Full Time
4 Year Degree
Other

Company Overview:

At Nearpod, we believe teaching is the most important job in the world. Every day, we reach students through our learning platforms on Nearpod.com and Flocabulary.com. We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We have won numerous awards including Edtech Digest’s 2018 Company of the Year. Recently, we were acquired by Renaissance to support the shared mission of accelerating learning for all. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We've adopted a remote-first culture, and our diverse team is based across the US.

 

Location: Remote (travel as needed <10%)

 

Position Overview:

We believe that Customer Success is all about understanding your customers desired outcomes with Nearpod’s platform and working with them to ensure they experience the most value possible along the way. Working as a Customer Success Operations Analyst in the Customer Success Operations Department, your role is to act as subject-matter expert in all the processes involved in Customer Success work processes, with a major focus on Gainsight. As this expert, you will identify gaps and collaborate inter-departmentally to strengthen the performance capabilities of our department through managing projects related to process improvement in discovered areas. You will tactically handle Gainsight technical execution. As needed, you will be consulted regarding creative content relative to work processes and collateral. Given this charter, you will play a pivotal role in the continued success of Nearpod. 

 

Reporting Structure:

This position reports to the Sr Mgr, Customer Success Operations

 

Our Ideal Candidate:

  • You are a bright, self-driven, hard-working, and flexible individual who cares deeply about making a big impact.

  • You are great at forming relationships and can work collaboratively - establishing and maintaining trust is important to you

  • You can create visualizations to help others understand processes and/or workflow.

  • You are passionate about the success of our customers and your colleagues.

  • You are comfortable presenting to others

  • You are cordially assertive when necessary

  • You are familiar with our customers’ lifecycles (e.g. School & District)

  • Data / Evidence / Empathy drives your decision making


 

Role and Responsibilities:

  • Working cross-functionally to understand and document processes through which the Customer Success organization accomplishes its work [e.g. Customer Lifecycle].

  • Setup data quality measures and controls in partnership with  adjacent data stewards

  • Responsible for availing the proper access to Gainsight, executing workflow, marketing automation programs.

  • Consulting with Sr Manager, Customer Success Operations (CSO), working with stakeholders and key contributors to evaluate existing processes for efficiency, cost, and results.

  • Compiling recommendations for process adjustments, new potentially impactful technologies, or other areas for improvement.

  • Leading the research, design, and implementation of any technology or processes that require a more substantial technical understanding within the group, including the development of functional specifications.

  • Managing/ executing projects, developing project plans, monitoring performance, and ensuring timely turnover of deliverables using Jira.

  • Work closely with the CS Enablement Manager to communicate changes, best practices, and procedures to business teams.

  • In tandem with Sr Manager, CSO, demonstrate how changes impact the goals of the organization.

 

Qualifications:

  • Bachelors’ degree in education, business, or relevant business experience in Marketing, Sales, Customer Success, and/ or General Operations.

  • 2 + years of Gainsight (or similar software) administration experience

  • Gainsight NXT/ SFDC certification a plus

  • Experience managing and troubleshooting data a must

  • 2 + Marketing automation software experience (Marketo, Hubspot..etc)

  • Excellent presentation skills, and ability to lead others to consensus.

  • Ability to operate in a highly efficient manner by multitasking in a fast-paced, goal-oriented environment.

  • Exceptional organizational, analytical, and critical thinking skills.

  • Proven track record of meeting/exceeding goals and targets.

  • Great interpersonal, written and oral communication skills

  • Experience using Jira, Salesforce.com, and Gainsight preferred 

  • Experience working with remote teams and across diverse cultures

  • Understanding of the K-12 education competitive landscape a plus

 

Employment Requirements: Must be authorized to work in the U.S. without restrictions

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Student Engagement Platform - Nearpod and Flocabulary
Student Engagement Platform - Nearpod and Flocabulary
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