Global Support Operations Analyst

As the most trusted global leader in data-first contract lifecycle management (CLM) software, Agiloft helps organizations manage the end-to-end process of proposing, negotiating, signing, and leveraging contracts using our flexible Data-first Agreement Platform (DAP). With contract data as the foundation, customers quickly and collaboratively reach agreement and leverage contract visibility to thrive with competitive advantage. Employing powerful, pragmatic artificial intelligence as a legal force multiplier, and robust integration capabilities as a data liberator, organizations around the world trust Agiloft’s certified implementers to deliver connected, intelligent, and autonomous solutions across the entire contract lifecycle.
Top analysts like Gartner, Forrester, and IDC agree, all showing Agiloft as a leader in the CLM space. Our no code platform is easily managed and administered by business users, which is why Agiloft is the contract you keep: nearly a full 100% of new customers are satisfied with their initial implementations, and some 97% of customers renew every year. Ours is a growing, vibrant, successful company that is at the forefront of a market that is becoming a must-have for all organizations.
We believe that the way to build the strongest, most vibrant place to work is to bring in individuals from all walks of life, and to support them in bringing their authentic selves to their day, every day. Our working philosophy is that “EX = CX”: when employee experience is excellent, so is customer experience. We support multiple Employee Resource Groups (ERGs), and offer a working environment that supports healthy work/life balance, including floating holidays and a quarterly, no-questions-asked wellness day.
Position Overview  
The Global Support Operations Analyst will be responsible for managing and improving our processes related to product releases and general support workflows. This is a mission critical role that requires the Analyst to work cross functionally between the Customer Support, Cloud Operations, and Development teams to ensure timely, accurate, and effective communication with customers, while driving efficiency across the enterprise support organization. The ideal candidate will have experience in customer support and process improvement, and a proven ability to work with metrics and KPIs to drive operational efficiency.

Job Responsibilities

• Customer Coordination for Product Releases:
• Oversee the communication process for scheduled product updates, maintenance releases, and emergency patches to ensure customers are informed and prepared.
• Collaborate with product, engineering, and support teams to coordinate release schedules and communicate potential impacts to customers.
• Ensure customers are receiving timely, clear, and accurate notifications regarding upcoming product updates, maintenance, or issues.
• Work with the support team to track and keep record of any regressive issues caused by product updates
• Process Documentation and Improvement:
• Develop, document, and maintain standardized processes for managing mass customer communications.
• Work with cross-functional teams to review and refine processes related to the support lifecycle, ensuring they align with industry best practices.
• Actively contribute to continuous improvement initiatives within the enterprise support organization, focusing on enhancing service delivery, operational efficiency, and customer satisfaction.
• Operational Metrics & KPI Reporting:
• Track and enhance key performance indicators (KPIs) for support operations, focusing on metrics such as CSAT, responsiveness, and closure rates
• Analyze support data to identify trends, areas for improvement, and ensure processes are aligned with performance objectives.
• Prepare and present regular reports to leadership on the effectiveness of support operations and process improvements.
• Other duties as assigned by the Director of Support

Required Qualifications

• Experience:
• 3+ years of experience in customer support or project management, preferably within an enterprise software environment.
• Experience in process improvement initiatives and familiarity with ITIL methodologies.
• Strong background in operational performance metrics, reporting, and KPIs.
• Skills and Knowledge:
• Solid understanding of support operations, including incident, problem, and change management processes.
• Strong communication skills, with the ability to write clear, concise, and customer-friendly documentation.
• Ability to manage multiple projects and priorities in a fast-paced environment while maintaining a focus on quality and efficiency.
• Proficient in using support tools and software, such as service manag