Customer Success Operations Analyst

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Job Overview 

Customer Success Operations (CS Ops) are trusted advisors to our leaders. The role proactively focuses on supporting our leadership team to improve the customer experience (CX) impacting retention and revenue; to move effectively and efficiently in supporting our customers; and to scale data-driven decisions and technologies. 

As a CS Ops Analyst, you can expect to build a deep understanding of our systems, processes, and the industries we support, so you can promote ideas and improvements around efficient and effective customer management that will ultimately drive impact on CX, Retention, and Expansion.  

Essential Duties & Responsibilities:

• Prepare & Maintain Reports: Generate and maintain regular reports on key metrics like retention, customer feedback, and health scores to support decision-making.  

• Update Documentation & Playbooks: Maintain up-to-date process documentation and training materials to ensure the team has current resources. 

• Manage Customer Data: Ensure accurate, up-to-date customer information across systems, making it easily accessible for the team. 

• Support Process Optimization: Assist in streamlining customer success workflows and identify areas for improvement to increase efficiency. 

• Assist with Tool Management: Help implement, scale, and troubleshoot customer success software such as Salesforce.com, ensuring smooth daily operations for the team. 

• Support M&A Functions: scheduling calls and trainings 

Requirements & Skills:

• Junior Level – 1+ years experience in RevOps or SalesOps 
  
• Systems and process mindset: must be comfortable with technology and be able to learn and adopt new systems 

• Ability to execute with a project management mindset 

• Motivated to work collaboratively and cross-functionally in a fast-paced, ever-changing environment 

• Must be comfortable with data and spreadsheets 

• Strong organization and analytical skills 

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.