Description:
Are you ready to make a difference ? At Greenlight Guru, our leading SaaS platform helps some of the world’s most innovative medical device companies bring higher quality, life-changing products to market faster. Our cloud-based technology serves 1000+ global customers with a platform that powers end-to-end product lifecycle excellence from idea to commercialization to postmarket surveillance.
What you’ll do
- Design and launch processes, workflows, and automations that drive internal efficiencies, level-up the effectiveness of our Success team, and deliver greater value to our customers
- Drive repeatable outcomes with our customer facing teams, enabling them to more efficiently manage their customers
- Perform day-to-day administration, configuration and troubleshooting of our Gainsight environment
- Build cross-functional processes (visibility and accountability) that help meet renewal and upsell targets, and drive their successful adoption
- Design/improve Gainsight and Salesforce Dashboards and Reports to meet end-user requirement
- Work with CS leadership to refine and rigorously monitor KPIs
- Analyze customer data such as customer usage, customer satisfaction, and customer churn, to identify trends and opportunities. Use this analysis to provide recommendations on how to improve the customer experience, reduce churn, and increase customer retention
- Leverage deep understanding of Customer Success processes and available technologies to develop automation and streamline tasks
- Analyze team performance data to identify areas of needed improvement and track progress of the team’s efforts
- Project manage complex initiatives, partnering with cross-functional teams to execute projects with a bias to delivering results
Who you are
- Data-driven and analytical: Proficient in using spreadsheet tools, Tableau, and Salesforce to develop insightful dashboards and analyses to monitor performance and identify improvement opportunities.
- Systematic thinking: Skilled at standardizing recurring actions through process creation and understanding how different components of a system interact with each other.
- Collaborative: Collaborates effectively with CS and cross-functional teams, including Product and Sales, to ensure full engagement and highly effective processes, driving CS impact at Greenlight.
- Entrepreneurial spirit: Self-starter comfortable with managing competing priorities and navigating ambiguity in a fast-paced environment.
- Quantitative Skills: Proficiency in Microsoft Excel and experience using multiple data sources, enriching data to complete analyses.
Requirements
- Proven work experience in Customer Success Operations, Business Operations, Revenue Operations, or related fields.
- Business owner, admin, or power user within Salesforce and Gainsight or applicable CRM and post-sales CRM solutions.
- 4+ years of Customer Success Operations experience in a high growth SaaS start-up
- BA/BS degree in Business, Finance, Computer Science, or other related fields