Customer Success Operations, Sr. Analyst
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.
The 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 Salesforce.com
- 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
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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 cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.
Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding please use this Form to request an accommodation.
Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.
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By
Okta
Okta is a leading identity and access management company headquartered in San Francisco, California that is committed to allowing people to access applications on any device at any time, while still enforcing strong security policies.
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