Customer Success Operations Analyst

| Austin | Hybrid
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The Customer Success Operations Analyst

DATA DRIVEN | COLLABORATIVE | INQUISITIVE

A Cloud Guru is seeking a Customer Success Operations Analyst to drive strategy, improve efficiency, and promote a data driven culture for our Customer Success Managers. You will work on everything from the highly strategic to the operational; such as implementing a customer health scoring framework, building headcount modeling and capacity planning for the CSM team, forecasting churn and retention, implementing and refining CSM processes, refining the onboarding process, and analyzing CSM and overall business performance. You will be seen as the key business partner for the Customer Success team, and you will support the daily operations of the Customer Success team. You will partner closely with the Sales Enablement, Business Applications (SFDC), Analytics, and other roles to ensure the broader organization is communicating effectively and working collaboratively.

This role will be accountable for driving productivity, effectiveness, efficiency, scalability, and continual enhancements for customer-facing teams as we enable revenue growth. An ideal candidate will be highly analytical, self-driven, collaborative, and strategic.

Hello, we're A Cloud Guru

Our friends call us ACG.

We're on a mission to teach the WORLD to cloud. A Cloud Guru is the largest online cloud school on the planet. Our training feels more like logging into Netflix or Spotify - it's entertaining and playful. The people are the #1 reason employees say they stay at ACG. We’re a quirky, tight-knit crew that cares about our customers and each other. No egos here. Our leaders encourage thoughtfulness, compassion, being humble, and we have a bit of fun along the way.

It’s an exciting time to join the team, because we’re in a really unique space. We have an amazing product that people want, and we're in an industry that's tripling in size overnight.

It’s a FUN work environment. Like a beautiful garden, we are given opportunities to grow.” - Alexander, Customer Support Specialist  As a Customer Success Operations Analyst at ACG, you’ll get to:

  • Work with leadership from our Sales, Marketing, Customer Success, Finance, and Data Analytics to ensure seamless collaboration between departments
  • Strategically plan, manage, and maintain CSM account assignments. Both as we launch a new year, but also as we hire new CSMs and shuffle/redistribute assignments
  • Manage a CSM-oriented tech stack. Collaborate with Business Applications, Sales Operations, and others to ensure Salesforce is optimized for a CSM use case. Ensure that data and processes flow seamlessly between tools. Define a CSM tech stack roadmap and partner with core functions to build and optimize the tech stack
  • Analyze, report, and present key business data. This includes creating key recurring reports (MBRs, QBRs, Attainment Reporting, etc) as well as facilitating meetings and presenting back findings
  • Own and drive a handful of long-term change management initiatives each year. This will involve a mixture of project management skills, communication and presentation skills, strong collaboration across departments, and the initiative to push projects to completion
  • Partner with CS Leadership to manage and set CSM targets
  • Oversee the annual planning process for the CSM team. Act as an intermediary between leadership, finance, and cross functional teams when modeling annual headcount planning, retention targets, and other key annual planning modeling outputs
  • Collaborate with the Business Applications Manager (SFDC Admin) to fix, enhance, and grow ACG’s Salesforce.com instance
  • Drive the data and system strategy for the Customer Success function. Build processes and improve systems to improve the efficiency, reach, and results of the CS team
  • Act as one of the primary stewards of data hygiene and governance for the CS team
  • Develop a deep understanding of the customer journey while connecting insights directly to the business opportunity
  • Identify, analyze, and resolve a wide range of process and operational issues or inefficiencies providing quick and decisive solutions

What you bring to the table

We focus on hiring values aligned people, because we believe the right person can learn all the things to be successful in their role. Self-confidence plays a big part in what you apply for. We encourage all job applicants to apply even if they are nervous to do so. College degrees aren't required for any roles, and career gaps or switches are totally welcome.

  • 3+ years in an Operations, FP&A, or Management Consulting role
  • Experience in a dynamic, hyper growth environment
  • Advanced knowledge of Excel and Powerpoint
  • Advanced knowledge of Salesforce.com
  • Experience with Customer Success platforms such as ChurnZero, Gainsight, or Totango are a plus
  • Experience with Sales Accelerators like Outreach or Salesloft is a plus
  • Experience with data visualization tools like Looker, Tableau, etc. are a plus
  • Experience with project management tools like JIRA are a plus
  • Experience with visualization and mapping tech stacks and process
  • Excellent communication and presentation skills
  • High attention to detail and organizational skills
  • Autonomous, self driven, and able to thrive in ambiguity

You need hunger and passion to succeed, but you also need humility. It's not about chest beating here. It's about collaboration. –Travis, VP of Sales

More than a job

Where you work isn’t just a career decision -- it’s a life decision. We get it. That’s why we want all of our Gurus to feel a sense of belonging that comes from feeling supported in all areas of their lives. Everyone has family, friends and interests outside of their careers, so we offer perks and benefits to make work work better for you.

  • 4 weeks PTO, plus 10 sick days, and holidays. Whether it's hiking to a waterfall in Costa Rica or bonding with your couch, we all need downtime. All Gurus get four weeks paid time off, 10 sick days, and enough holiday to make a banker blush.
  • Let's get lunch. Lunches are catered three times per week, and our kitchen stays stocked with a smorgasbord of the team’s most requested snacks and drinks.
  • Parking is on us. We have your Downtown parking covered. We offer paid garage parking nearby the office. We also have perks for going green by walking and taking public transit.
  • We’ve got you covered. We offer insurance plans that pay for 100% of your medical, dental, and vision, and 80% for your family/dependents.
  • Gender-neutral paid parental leave. Expanding your family? We offer 12 weeks of gender-neutral paid parental leave, and reimburse up to $10,000 for eligible adoption expenses.
  • $1,000 continuing education budget. All Gurus get $250 a quarter to spend on personal development, and 2 hours each week reserved for learning something new.

What’s the interview process like at ACG?

Applying for a job can feel intimidating and like a full-time job of its own. You shouldn’t have to burn through a week of sick time or all your best out-of-office excuses just to put feelers out for a new career opportunity. We want to be as transparent about the process as possible to help ease your mind. It’s our goal to provide you a fair, efficient interviewing experience that respects you and your time — and to do it all with a sidecar of delight.

Once you submit an application, we’ll review it. If you’re a good fit, you’ll have an initial chat with a recruiter over the phone. A phone interview with a manager typically follows. Depending on your role, you might then be asked to do a little homework (but nothing too time consuming). Then we’ll bring you onsite to talk face to face, answer any questions you have, and give you a feel for what it’s really like to work at ACG. If you're on the fence, just give it a try.

Keep being awesome, Cloud Gurus.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
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Location

Feed off the energy of Downtown Austin. Sit in the grass of the Capital, talk business over Medici coffee, and become a regular at a local lunch spot!

An Insider's view of Pluralsight

How would you describe the company’s work-life balance?

Oh, it is incredible here. Pluralsight constantly reminds me how important I am to the company both personally and professionally. Pluralsight creates a space where I can work, grow, and connect with similar people in so many different parts of the world while still leaving enough room for me to focus and find joy in my personal life as well.

Chris (he/him)

Executive Assistant to the CMO

What's the biggest problem your team is solving?

The goal of a user profile is to provide a sense of identity in a personalized and centralized portfolio. Today, users provide this data in many different ways throughout the platform. Our greatest challenge is to build a unified profile with a centralized view of a user’s data to paint one clear picture of all their interactions in the platform.

Anesha (she/her)

Senior Product Manager | seeColor ERG Chair

What does career growth look like on your team?

We embrace a mindset of continuous improvement and encourage team members to take ownership of their careers. As part of that, we advise leaders and team members to co-create development plans. Whether it be up-skilling, re-skilling, or expanding their influence we believe in investing skills development and facilitating growth experiences.

Ai-ling (she/they)

SVP of Skills Content Platform

What makes someone successful on your team?

A successful individual brings their true self to work. Teams do not benefit from a group that contains like minded individuals from similar backgrounds. We learn so much from each other and about ourselves when we have a team with diverse ways of thinking and experiences. It also creates a healthy, challenging environment that befits the company.

M.A. (she/her)

Sr. Manager, Product & Technical Support

What are Pluralsight Perks + Benefits

Pluralsight Benefits Overview

LIVE YOUR BEST LIFE
In and out of the office

UNLIMITED PAID TIME OFF
Take time off when you need it. And we actually want you to use it.

SUMMER FRIDAYS
Enjoy five Fridays off during the summer months in your respective region.

PARENTAL LEAVE
Welcome your newest addition, whether by birth or placement, with 16 weeks of leave + 6 weeks of flex return.

WELLNESS
Stay on your A-game with standing desks and gym reimbursements.

MEDICAL COVERAGE
Comprehensive medical, dental and vision coverage with a few medical plan options to give you, your spouse or domestic partner and your children flexibility. Plans include mental health, infertility, bariatric, and acupuncture coverages.

TOTAL REWARDS
Feel appreciated with fair salary, bonus plans and 401k matching with immediate vesting.

OFFICE (AND HOME OFFICE) PERKS
Level-up office life with a snack wall, catered lunches and free massages, or for remote employees, make work from home work for you with our Remote Workspace Reimbursement program

TUITION REIMBURSEMENT
Learn something new and let us help you with the bill.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Women @ Pluralsight, seeColor, PRIDE @ Pluralsight
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Even when your office is your living room, it can be good to get away from it. All Gurus get four weeks paid time off, 10 sick days, and enough holidays to make a banker blush.
Paid volunteer time
Paid holidays
We offer all employees paid time off for all major holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Pluralsight reimburses up to $50 per month for health and fitness services and activities.
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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