Customer Success Operations Analyst

About Bazaarvoice At Bazaarvoice, we create smart shopping experiences. Through our expansive global network, product-passionate community & enterprise technology, we connect thousands of brands and retailers with billions of consumers. Our solutions enable brands to connect with consumers and collect valuable user-generated content, at an unprecedented scale. This content achieves global reach by leveraging our extensive and ever-expanding retail, social & search syndication network. And we make it easy for brands & retailers to gain valuable business insights from real-time consumer feedback with intuitive tools and dashboards. The result is smarter shopping: loyal customers, increased sales, and improved products. The problem we are trying to solve : Brands and retailers struggle to make real connections with consumers. It's a challenge to deliver trustworthy and inspiring content in the moments that matter most during the discovery and purchase cycle. The result? Time and money spent on content that doesn't attract new consumers, convert them, or earn their long-term loyalty. Our brand promise : closing the gap between brands and consumers. Founded in 2005, Bazaarvoice is headquartered in Austin, Texas with offices in North America, Europe, Asia and Australia.  It’s official: Bazaarvoice is a Great Place to Work in the US , Australia, India, Lithuania, and the UK!
At Bazaarvoice, one of our core values is “Customer is key.” As the CS Ops Analyst, you are an integral contributor towards that core value and our overall client success strategy. We’re looking for a highly motivated, curious mind whose mission will be to drive the effectiveness and efficiency of our Client Success team. This individual will work closely with Global Client Success leadership to help define and measure KPIs and deliver insightful analysis to support strategic decision making. They will also be responsible for implementing processes that scale, managing short and long term projects that improve how we scale our CS organization.  
We are excited to hire a collaborative problem-solver who delivers strategic analysis and operational rigor across the Revenue org and contributes to driving overall company growth. This individual will work with our high-performing team to surface powerful insights into the business; implement new, more efficient processes; manage reporting; and will work closely with our Gainsight Admin. This is a demanding role that requires the ability to multi-task and involves a blend of excellent analytical, technological and communication skills.Primary Responsibilities

Responsibilities:

• Work closely with Customer Success leadership to define and operationalize key Customer Success metrics
• Proactively offer recommendations to improve efficiencies through development and adoption of best practices and standardized procedures for client success
• Develop reports, dashboards and analytics to help track key performance indicators, ensuring that business processes and systems are generating accurate data
• Own analysis and reporting on a wide range of processes and initiatives focused on driving customer success
• Analyze data from multiple internal systems to provide strategic and actionable business insights that enable leadership to make data-driven decisions
• Audit data and metrics to ensure accuracy and compliance
• Works to understand CSM deficiencies, process bottlenecks and identify new processes to increase automation and efficiency of the team
• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
• Build workflows and dashboards that analyze customer data and trigger actions for CSMs to proactively engage with customers
• Ensure all processes are well documented and maintained up to date
• Ensure that new customers are assigned a CSM promptly and manages capacity planning
• Work closely with Gainsight Administrator to ensure business requirements are translated effectively in tool 

Requirements:

• 2-4+ years of demonstrated success in an operational role ideally with a focus on Client Success within the SaaS industry
• Execution Focused: Can identify solutions, but also deliver on the work with end-to-end ownership
• A self-starter who seeks out problems to solve
• Detail-oriented: Accuracy, attention to detail, thoroughness and follo