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, France, Germany 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.

What you'll be doing:

• 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 
• 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

Who you are:

• 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 follow-through.
• Data- and results-driven contributor: Analytical experience and proficiency with Excel (building dashboards, reports, or using any BI tools)
• Ability to handle multiple projects simultaneously and prioritize competing tasks in time-constrained situations
• Ability to leverage communication and interpersonal skills to build relationships, be persuasive and persistent at all levels of the organization
• Outstanding written and verbal communication skills, including listening and ability to explain multi-step processes and functional technologies, and writing and presenting user training
• Excellent computer skills, including CRM software (salesforce. com), business applications (Outlook, MS Word, MS Excel), and data visual tools (Tableau)
• Salesforce and Excel experience is required

Extra Points!

• Experience with Gainsight (or other Customer Success Tools) is preferred
• Experience with Tableau is preferred, but not a requirement
• Previous customer success or sales operations experience in SaaS company
• Brings an attitude of winning
• Leans into challenging situations
• Embraces and seeks innovation
• Exercises courage to take calculated risk
• Builds collaborative relationships up, down, and across the organization
• Is optimistic and looks for solutions

#LI-MM1

#LI-Hybrid

#LI-Remote

Why join Bazaarvoice?

Customer is key

We see our own success through our customers’ outcomes.

We approach every situation with a customer first mindset.

Transparency & Integrity Builds Trust

We believe in the power of authentic feedback because it’s in our DNA. 

We do the right thing when faced with hard choices. Transparency and trust accelerate our collective performance.

Passionate Pursuit of Performance

Our energy is contagious, because we hire for passion, drive & curiosity. 

We love what we do, and because we’re laser focused on our mission.

Innovation over Imitation

We seek to innovate as we are not content with the status quo. 

We embrace agility and experimentation as an advantage.

Stronger Together

We bring our whole selves to the mission and find value in diverse perspectives. 

We champion what’s best for Bazaarvoice before individuals or teams.

As a stronger company we build a stronger community.

Commitment to diversity and inclusion

Bazaarvoice provides equal employment opportunities (EEO) to all team members and applicants according to their experience, talent, and qualifications for the job without regard to race, color, national origin, religion, age, disability, sex (including pregnancy, gender stereotyping, and marital status), sexual orientation, gender identity, genetic information, military/veteran status, or any other category protected by federal, state, or local law in every location in which the company has facilities. Bazaarvoice believes that diversity and an inclusive company culture are key drivers of creativity, innovation and performance. Furthermore, a diverse workforce and the maintenance of an atmosphere that welcomes versatile perspectives will enhance our ability to fulfill our vision of creating the world’s smartest network of consumers, brands, and retailers.