Customer Success Ops Analyst

San Francisco, CA

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Our Customer Success team empower customers to find clarity in their work and get results with Asana all over the world. We are Asana experts and productivity savants who are passionate about crafting an amazing experience for our users throughout every moment they have with our product and people.

In order to scale our team to meet the needs of our customer growth, we are looking for a Customer Success Analyst to gain a deep understanding of the entire Customer Success pipeline. This analyst will help our Customer Success Managers, streamline processes, design scalable tooling infrastructure, and develop reporting insights to empower the team to drive business results.

RESPONSIBILITIES

  • Deeply understand and continuously improve Customer Success Manager (CSM) workflows

    • Partner with CSMs to gain a deep understanding of their goals, metrics, key activities and tooling
    • Map CSM processes onto a shared pipeline that creates consistent processes and definitions
    • Brainstorm new ideas to improve and empower CSMs with data, tools, or qualitative insights

  • Design and build solutions that can scale

    • Capture, synthesize and prioritize requirements and manage the roadmap of CS projects
    • Partner with Business, Technology, and Product teams to successfully launch and prioritize infrastructure projects across business teams
    • Lead the design, build, and measurement of automation efforts and experiments

  • Develop and deliver insightful reporting

    • Understand the company objectives, key results, and how our team impacts those goals
    • Design reports and dashboards to measure team and individual performance
    • Design new data visualizations to unlock deeper insights into our customers and business
    • Analyze complex problems and support strategic decisions on the future of our business

REQUIREMENTS

  • A growth mindset and fearlessly strategic approach to complex problems
  • A natural ability to empathize and design user-centric solutions from requirements to production
  • Demonstrated ability to make sense of complex data and systems without losing sight of the bigger picture
  • 2 years consulting or systems analyst experience
  • Strong communication skills and an aptitude to drive projects from start to finish

NICE-TO-HAVES

  • Experience or aptitude to write some code (SQL, Python)
  • SFDC admin and maintenance experience



Does the above sound like it might be you? Then we’d love to hear from you. You’ll be making an impact at the core of our business and building a foundation that allows us to scale. Our goal is to provide a hiring and working experience in which all people feel they are equally respected and valued. So whatever it is that makes you unique—your gender identity or expression, sexual orientation, religion, ethnicity, age, citizenship, educational background, socioeconomic status—we value it, and we’d love to see what you might add to our team.

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