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Customer Operations Analyst

AlertMedia

AlertMedia

IT, Customer Service, Operations
Austin, TX, USA
Posted on Friday, June 7, 2024

Do work that matters.

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by facilitating timely communications when an emergency threatens personal safety and business continuity.

Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.

The Customer Operations Analyst oversees the day-to-day operation of all customer-facing tools and processes, which are critical to the customer success, support, and services functions. This role coordinates with key stakeholders to define process requirements and customize all customer-related tools—such as Salesforce, Zendesk, and Gainsight—to achieve business goals and enable users to get the most out of the technology. Using your problem-solving skills, technical aptitude, and cross-functional relationships, this role acts as the lead resource for managing requests, troubleshooting, and driving advancement and adoption of critical tools.

As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!

Who you are:

You are excited to work with data and find ways to improve our current processes. You are a go-getter, analytical, resourceful, and a natural problem solver. You can establish rapport and gain situational awareness quickly within our cross-functional teams. You are organized and detail-oriented but can also thrive in the fast-paced nature of a company in a rapid growth phase. Previous Sales/Customer Success/Account Management and/or Operations experience with an affinity for technology, data, and process would be beneficial.

What you get to do every day:

  • Ensure a high level of data integrity throughout Customer Operations systems
  • Empower the customer success organization by developing reports and dashboards in Gainsight, and Salesforce
  • Work with enablement to train employees on new processes, features, and system functionality
  • Work cross functionally with Customer Marketing and Marketing Operations on customer email campaigns and reporting
  • Maintain cross-platform functionality, troubleshoot, and respond to issues in a timely manner through email, Slack, and internal ticketing system
  • Analyze retention and product usage data to provide actionable insights
  • Become an expert in our current internal systems (Gainsight, Zendesk, Salesforce, Marketo, Gong, Outreach) while taking responsibility for recurring tasks
  • Develop new and maintain existing functionality in Gainsight, including configuring C360, timeline, playbooks, success plans, reports, dashboards, CTAs
  • Maintain and update documentation while making suggestions for improvements to standardize and simplify Customer Success processes

What you bring to the role:

  • Bachelor’s degree or equivalent work experience
  • Gainsight and/or Salesforce power user or administrative experience required
  • Detail orientation
  • Strong analytical skills and proficiency in Microsoft Excel.
  • Technically savvy and preferably have experience with cross-channel systems including understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs) preferred
  • Roll-up-your-sleeves approach with a willingness to research solutions and trouble shoot complex issues
  • Thrive in a fast-paced environment and able to adapt quickly to change
  • Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately
  • Strong business acumen to ensure we are asking the right questions from the requestor in order to deliver reporting or analysis that adds value
  • Ensure stakeholder satisfaction by developing strong relationships with customer success, expand sales, and leadership
  • This is a hybrid role 2-3 days a week located at our headquarters in Austin, Texas. Must reside in Austin or surrounding areas.

Why you’ll love working at AlertMedia:

  • Competitive base salary + Company-wide bonus program
  • Generous and flexible time off and parental leave policies
  • 100% Paid Health benefits for employees - Medical, Dental, Vision and Life Insurance
  • 401K with generous company match
  • Amazing rewards and incentives – we love celebrating each other!
  • Commitment to community service with opportunities to give back
  • A Best Places to Work company 6 years in a row and numerous other awards
  • Access to brand new downtown office with 360 views of Austin, high-tech building gym and nearby running trails

About AlertMedia:

AlertMedia is leading the evolution of employee safety for a modern workforce. We offer the most intuitive emergency communication software on the market with fully integrated threat warnings and employee safety monitoring. We believe any organization can improve safety and business outcomes during critical events by quickly identifying threats and simplifying fast, reliable communication to impacted audiences. We are headquartered in Austin, TX, and trusted by thousands of customers in over 100 countries—including DHL, British Petroleum, SurveyMonkey, and Walmart—to keep their people safe and connected anytime, anywhere.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.

Come join us in our mission to save lives and minimize loss through effective communication.

AlertMedia does not currently sponsor applicants for work visas.

Position is located in our headquarters in Austin, TX.

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/