Customer Success Operations, Sr. Analyst

Okta; A distancia; MXN 1,093,000 - 1,458,000; Jornada completa

Descripción de la vacante

A leading identity management company is seeking a Senior Analyst for Customer Success Operations in Veracruz, Mexico. This role involves supporting customer lifecycle management through operational analytics, Gainsight configuration, and cross-functional collaboration. The candidate should have 4-6 years of experience in analytics with a strong ability in data presentation and organizational skills. Competitive benefits and a commitment to diversity and inclusion are offered.

Servicios

Amazing Benefits

Social Impact Opportunities

Diversity and Inclusion Initiatives

Formación

• 4-6 years of experience in an operational analytics/reporting role focused on Customer Success.
• Proven experience with Gainsight.
• Strong analytical abilities with data assessment skills.

Responsabilidades

• Configure and support Gainsight for the Customer Success team.
• Build system workflows and programs within Gainsight.
• Create dashboards to display customer data.
• Provide operational direction for efficiency.
• Identify automation opportunities with cross-functional teams.
• Ensure all processes are documented.

Conocimientos

Operational analytics

Reporting skills

Knowledge of Gainsight

Excel skills

Data presentation

Cross-functional collaboration

Organizational skills

Experience in SaaS engagement programs

Herramientas

Gainsight

Tableau

Descripción del empleo

Get to know Okta

Okta is The World's Identity Company.

We free everyone to safely use any technology—anywhere, on any device or app.

Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth.

At Okta, we celebrate a variety of perspectives and experiences.

We are not looking for someone who checks every single box - we're looking for lifelong learners and people who can make us better with their unique experiences.

Join our team!

We're building a world where Identity belongs to you.

Customer Success Operations, Sr. Analyst

Will play a key role in shaping our rapidly growing Customer Success and Digital Experience teams.

We are looking for someone to support the Customer Success and Digital Growth teams in their efforts to guide the customer through their entire Customer lifecycle, from onboarding through renewals.

This individual would act as an embedded member of teams, helping run engagement campaigns, set and track KPIs and analyze trends.

This individual should be organized and be able to work on long term projects as well as daily requests requiring quick turnaround.

This role requires heavy cross functional team collaboration to support the broader Customer First goals.

What You’ll Do

• Configure and support Gainsight for the Digital Experience and Global Customer Success team
• Build system workflows and programs within Gainsight to drive scale; administer and track success for adoption campaigns on an ongoing basis
• Build dashboards to display customer data, and trigger actions for CSMs to proactively engage with customers
• Provide operational direction and execution to help the Customer Success and Digital Experience teams run more efficiently and make data-driven decisions
• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
• Ensure all processes are well documented and are up to date

Skills

• Excellent reporting and analytical skills; 4-6 years of experience in an operational analytics / reporting role with a focus on Customer Success or Customer Marketing
• Significant knowledge and experience in Gainsight
• Strong Excel skills; Tableau or other BI reporting strongly desired
• Demonstrate ability to collect and assess data as well as be able to present it in an actionable and insightful way
• Ability to work cross functionally in a rapidly changing environment
• Excellent organizational skills – role will be expected to work on multiple projects concurrently with varying priority
• Experience in building out successful multi-channel SaaS digital engagement and adoption programs is preferred but not required

LI-MK1

LI-Remote

What you can look forward to as a Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta
• Okta – The foundation for secure connections between people and technology