Senior Customer Experience Operations Analyst
Evisort
This job is no longer accepting applications
See open jobs at Evisort.See open jobs similar to "Senior Customer Experience Operations Analyst" Vertex Ventures US.IT, Customer Service, Operations
San Francisco, CA, USA
Posted on Aug 11, 2023
Our mission is to change the way business deals get done. In an industry plagued by inefficient and ineffective contract management systems, we provide a solution that accelerates, scales, and protects the business, enabling contract professionals to become their company’s superhero.
We create cutting-edge AI technology that makes contracts searchable and simplifies deal-making processes to supercharge business while helping to reduce costs and manage risk. We automate manual work, facilitate collaboration, and streamline operations so businesses can make better decisions.
By reimagining legal documents, we take the stress out of contract management, empowering brilliant people to do their best work while fueling exponential growth.
The Role:
Customer Success Operations cross-functionally aligns Evisort for a superb customer experience through creating trust in data, clarity in effective processes, and predictability in outcomes. Customer Success Operations cross-functionally aligns Evisort for a superb customer experience through creating trust in data, clarity in effective processes, and predictability in outcomes.
What You’ll Do:
- Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting to define appropriate touch points (i.e., human-led and digital) throughout the customer journey (pre and post initial sale)
- Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, mid-market, and Growth.
- Create and coordinate key reporting for Evisort leadership team, partnering with the Analyst team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
- Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomesIdentify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
- Collaborate with Evisort’s Customer Education Team to develop training and enablement to drive efficiency
- Support the development and rollout of systems and digital tools to improve the team’s effectiveness and efficiency and provide increased customer insights through data, automation, and telemetry
- Significant oversight in Gainsight and/or other system architectureLeads cross-functional team initiatives and provides oversight to Customer Success
Skills/Qualifications:
- Relevant experience working in and supporting Customer Success teams
- Progressive experience in program management and/or operationsExperience with Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
- Excellent problem solving, project management, interpersonal and organizational skillsSaaS and B2B experienceInterest in Evisort , and AI solutions
- You share our values and work in accordance with those valuesAbility to use Evisort
- Experience with agile/DevOps and/or SDLC process and/or tools is a plusProgressive experience building and maintaining tools such as Gainsight, Salesforce, Mavenlink, and/or other
- Customer Success and Professional Services systems
- Relevant ownership of program management and/or operations
Evisort is an E-verify employer. Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position in the United States.
This job is no longer accepting applications
See open jobs at Evisort.See open jobs similar to "Senior Customer Experience Operations Analyst" Vertex Ventures US.