Customer Operations Analyst

The Company:

Marigold helps brands foster customer relationships through the science and art of connection. Marigold Relationship Marketing is a suite of world-class martech solutions that help marketers create long term customer love and loyalty. Marigold provides the most comprehensive set of use cases for marketers at any level. Headquartered in Nashville, Tennessee, Marigold has offices globally across the United States, Europe, Australia, New Zealand, South America and Central America, as well as in Japan.
 

The Role:

Marigold is seeking a Customer Operations Coordinator who can play a key role in supporting the efficiency & scalability of the Customer Success Organization, as well as, facilitating CX surveys to improve customer satisfaction and loyalty. This role reports into the Director of Customer Success Operations. Our ideal candidate is passionate about creating a well-supported, highly-functioning customer success team and is enthusiastic about making sure our customers' voices are heard!

Responsibilities:

• Facilitate CX Surveys

  • Plan & execute Marigold’s Customer Experience (CX) Surveys, from start to finish, for all commercial and enterprise products. Including generating the recipient lists.

  • Analyze & present the NPS results to Senior Leadership & key stakeholders.
     

• Improve Efficiency & Scalability of Customer Success:

  • Customer Success Platform (CSP) Administrator.

  • Help customer success managers make the most out of their portfolio through implementing SOPs in the CSP.

  • Manage day-to-day support of users in the CSP: including troubleshooting, fielding questions; raising Support tickets to the CSP on behalf of users; and user administration, security, and permissions.

  • Updates to existing processes or new builds via segments, alerts, plays, journeys, and churn-scores.

  • Build/edit custom dashboards or reports for CSMs and Senior Leadership.

  • Document all processes for on-going maintenance.
     

• Data Quality Assurance:

  • Develop and execute data quality processes for all account/contact profile fields in the CSP/Salesforce.

  • Partner with Salesforce Admins as needed.
     

• Subject Matter Expert:

  • Continuous interest & dedication to expanding knowledge of implementing & facilitating CX surveys.

  • Maintain expertise in the CSP and other relevant software by completing training, and staying up to date on new features, trends, and related technologies.

  • Proactively offer recommendations for improvement of existing tools and processes to increase efficiencies, including adopting new features in each CSP major release.

Basic Qualifications:

• Bachelor’s Degree and/or equivalent experience working in customer success with an understanding of key customer success principles

• 1+ years experience as end-user of Salesforce

• Quickly & easily learn new technologies (i.e. ESP, CSP, etc.)

• Proficient in Google Sheets & Microsoft Excel.

• Demonstrated experience in project management and business analysis

• Ability to facilitate meetings with internal stakeholders to understand project requirements and put them into action

• Strong organizational skills, excellent execution, and follow-through skills

• Independently capable of seeking information, solving problems, corralling resources and delivering results

• Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications

• Excellent written and verbal communication and presentation skills and ability to communicate complex technical concepts to senior leadership

• Ability to document processes in a clear way that is easy to understand and reproduce

Preferred Qualifications:

• ChurnZero experience as an end user.

• Salesforce administration experience or certification.

• Customer facing experience, especially as a Customer Success Manager.

• Should have a passion for building solutions from start to finish.