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Customer Success Operations Analyst

Location: US-IL-Chicago

Are you interested in pursuing your passion in an industry that demands innovation?  Are you interested in getting in on the ground floor of a new department that is critical to the scalability of our Customer Success team? We are seeking a Customer Success Operations Analyst whose mission will be driving the effectiveness and efficiency of our Customer Success team.

Responsibilities:

  • Become an expert in our product usage and billing data
  • Work with CS Leadership to determine the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and high net promoter score
  • Work with CS Directors to determine key product usage and billing metrics to monitor and track to ensure the health of our user base
  • Coordinate with CS Leadership, Product and Marketing on communications to synchronize email outreaches with CSM touch points
  • Coordinate cross-functional processes (with Product, Engineering, Support, Services, and Sales) that help meet retention and upsell targets and deliver on customers’ needs
  • Assist with Implementation and management of software tools that facilitate CSM Ops activities
  • Document all Customer Success processes in our knowledge base and conduct internal training, as needed
  • Monitor NPS program to ensure CSMs are driving awareness, addressing  customer responses and collating feedback to share with other departments
  • Prepare executive reports and assist in ad hoc projects
  • Support day-to-day business operations for Customer Success

Qualifications:

  • Bachelor’s Degree or 3+ years experience required
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Superior time management, organization, and prioritization skills, with relentless attention to detail
  • Strong problem solver and analytical thinker
  • Enjoys “getting their hands dirty” by digging into complex operations
  • Passion for designing processes that scale
  • Takes high degree of ownership over their work
  • Strong listening skills; open to input from other team members and departments
  • Advanced Excel skills

 

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Trading Technologies (TT) is an equal opportunity employer. Equal employment has been, and continues to be a required practice at the Company. Trading Technologies’ practice of equal employment opportunity is to recruit, hire, train, promote and base all employment decisions on ability, rather than race, color, religion, national origin, sex, age, disability, sexual orientation, genetic information or any other protected status. Additionally, TT participates in the E-Verify Program.