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Customer Success Operations Analyst

Job IDD8-14-E4-F1-FC-C3
CompanyProphix Software
Date Posted2022-03-11
Posted Until2022-09-07
Job TypeFull-time
Job CategoryOffice
A Customer Success Operations Analyst works directly with our customer success leadership team to identify, prioritize, and lead key projects and initiatives. The position will report to the Director, Customer Success within the Customer Success Team and will work extensively with various internal stakeholders.

Currently all employees are working remotely from home.  When we implement our return to office plan in the future, Prophix will offer employees the choice for work arrangement:  the opportunity to work from our office, remotely, or a combination of both/hybrid. We have invested in best-in-class tools, technology, and culture to ensure our team members are able to do their best work.

What You Will Do at Prophix
As a trusted partner to our Customer Success Team, you will develop a deep understanding of business opportunities and challenges, and collaborate with internal stakeholder teams in order to execute and deliver results that maximize business impact and improve the overall efficiency and execution of the Customer Success organization. You will be the key cross-functional resource managing our global customer reference program.    

Primary Responsibilities:
System management:
Excel models as needed
Support day to day system maintenance activities
Support development, testing and implementation of system enhancements
Provide analytical and operational support to the Customer Success Management Team
Aid management in data collection, analysis and reporting monthly key performance indicators
Kickoff change management process for customer success requests
Execute on prioritized projects and initiatives for the customer success leaders
Assist customer success leaders in administration and maintenance of customer engagement programs
Contribute to internal projects/initiatives
Customer reference program management:
Create and maintain database of referenceable customers, identified by various criteria (such as industry, use case, ERP, etc.)
Manage reference request fulfillment
Track reference activity and outcomes
Work closely with Customer Success Managers and Customer Advocacy Manager to foster and promote long-term, mutually beneficial customer relationships
Work cross-functionally with sales, customer success, and marketing teams to identify, develop, and engage reference customers

What You Will Bring to Prophix
To shine in this role, you will bring a rare combination of experience, technology skills, personal qualities, and education.

Required Qualifications
Over 1 year of relevant work experience
Post-secondary education in Accounting/Finance, Computer Science, Statistics or Engineering/Technical
Knowledge and experience with managing and analyzing data
Proficiency with MS Office Suite, in particular advanced Excel knowledge
Strong organizational skills, attention to detail and ability to prioritize workload
Problem-solving ability to diagnose and logically resolve problems using experience and
Ability to work collaboratively with junior and senior team members
Confident working in a fast-paced environment with many competing priorities
Must be legally entitled to work in the country where the role is located. Must be able to travel to the United States, Canada and/or internationally, and have a valid passport

Preferred Qualifications
Experience using Influitive (or other customer advocacy software) is an asset
Experience using Salesforce (or other CRM software) is an asset
Familiarity with SQL considered an asset
Prior experience working with customers (references), influencers, and/or peer communities in B2B enterprise software and services
Understanding of how to build relationships with volunteers in reference programs

Successful candidates might be required to undergo a background (work and education) verification with an external vendor.

We thank all those who apply, however, please be advised that only those candidates selected to move forward will be contacted.

Prophix promotes a diverse, inclusive, and accessible workplace. By embracing diversity, we build a more effective organization that empowers our employees to be the best that they can be. We are committed to creating a working environment that is barrier-free and we are prepared to provide accommodation for people with disabilities.

We are an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Human Rights Code, Prophix will provide accommodation throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of any accommodation(s) that you may require to any materials or processes used to ensure your equal participation.
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