Business Operations Analyst (Customer Success)

Target - Newton, MA

Full-time - Entry Level

Newton, MA

General Merchandise Retailers

About the position

TechTarget (Nasdaq: TTGT) is the global leader in purchase intent-driven marketing and sales services that deliver business impact for enterprise technology companies. With high-quality editorial content across more than 150 highly targeted technology-specific websites and 1,125 channels, TechTarget attracts technology buyers researching companies' information technology needs. By understanding tech buyer content consumption, TechTarget creates the purchase intent insights that fuel effective marketing and sales activities for clients around the world. TechTarget's subsidiaries and divisions include BrightTALK®, an integrated technology analyst, research and strategy firm providing market intelligence and actionable insight to the global technology community, and Xtelligent Healthcare Media™, the largest B2B healthcare integrated marketing services, media and data network. In this role, you will partner with stakeholders across the business to drive operational excellence with a primary focus on Customer Success. You will work with our Go-To-Market teams to drive operational efficiency, implement strategies to improve customer satisfaction and retention, and enable readily available data-driven decision making across all levels of the customer support organization. A qualified candidate should be technically savvy, possess strong critical thinking skills, understand the importance of data-driven decision making, and have a proven track record of successfully working cross-functionally to quickly and collaboratively assess and translate business needs into viable technology solutions. This is a unique opportunity to join a dynamic team tasked with maximizing the productivity, communication, and scale of the daily operations to enable the business's Customer Success strategy.

Responsibilities

• Partner with key stakeholders across Customer Success to identify opportunities to drive process efficiency, better customer experience and increased customer retention and growth leveraging people, process and technology.
• Leverage our CSM Management platform, Gainsight as well as our CRM, Salesforce, to continuously improve and scale our day-to-day Customer Success operations.
• Understand the needs of our go-to-market organizations, translate those needs into clear sets of requirements and lead the effort to turn those requirements into viable solutions.
• Partner with leadership across Business Operations to ensure the cohesiveness of solutions across the quote-to-cash lifecycle and technology ecosystem.
• Facilitate the successful implementation of new processes to support driving adoption, building consensus and supporting end users.
• As a subject matter expert, lead and support ad hoc projects and analyses aimed at improving operational performance and business outcomes.
• Scope out and design operational support activities for new business lines.
• Create and maintain supporting documents and collateral that enable stakeholders.
• Support the maintenance and data integrity of Gainsight and the entire customer success technology ecosystem.
• Develop and monitor accountability frameworks to ensure the business continues to follow best practices.
• Become a go-to expert on Customer Success data and goals.
• Provide front line day-to-day support for the Customer Success Management team, including data quality troubleshooting, process and workflow support, system performance and automation.
• Conduct enablement and tool training for new team members.
• Flex when needed to support general operational excellence and continuous improvement activities in other disciplines across the quote-to-cash lifecycle.

Requirements

• Bachelor's degree in business or information service preferred.
• 1+ years of Gainsight administration experience preferred.
• 1+ years of CSM or related job experience preferred.
• Proficiency in analytics/Excel.
• Well-developed analytical, diagnostic, and problem-solving skills.
• Experience designing process and workflows.
• Excellent written and verbal communication skills.
• Strong business and technical acumen.
• Experience establishing specifications for projects, developing project goals, phases, budgets and overall project management from inception to implementation.
• Comfortable working and multi-tasking in a fast-paced, dynamic environment with the ability to adapt to changing priorities.
• Ability to work both independently and collaboratively as necessary.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k plans
• Flexible Open Leave Policy
• 18 paid holidays
• Programs to assist in assimilating new hires
• Support for growth and development opportunities