Post Sales Operations Analyst at SailPoint Technologies, Inc in Austin, Texas

Job Description:

In this role, you'll be the strategic problem-solver our Customer Success team craves. You'll leverage your data expertise to optimize workflows, measure success, and empower CSMs to build rock-solid customer relationships.

Here's what makes this role exciting:

• 
  Uncover hidden insights: Analyze customer data to identify trends, track KPIs, and generate reports that fuel smart customer success decisions.
  
  


• 
  Streamline the journey: Identify areas for improvement in customer workflows and automate repetitive tasks, freeing up CSMs to focus on high-impact activities.
  
  


• 
  Empower your team: Champion the customer success tech stack, recommending and implementing tools that make CSMs' lives easier.
  
  


• 
  Become a customer champion: Collaborate with CSMs to define and track customer health metrics, proactively identifying customers at risk of churn.
  
  


• 
  Bridge the communication gap: Craft clear reports and dashboards, communicating customer success progress and insights to stakeholders across the organization.
  
  

Responsibilities:

• 
  Data Analysis and Reporting: Dig into customer data to identify trends, track KPIs (Key Performance Indicators) like customer health and adoption, and generate reports to inform strategic decision-making for the customer success team. This might involve using SQL queries to extract data and data visualization tools to present insights.
  
  


• 
  Process Improvement and Automation: Identify areas for improvement in the customer onboarding, adoption, and success workflows. This could involve automating repetitive tasks with tools and streamlining processes to enhance efficiency for CSMs.
  
  


• 
  Customer Success Tools and Technology: Play a key role in researching, implementing, and managing the customer success software stack. This might involve tools for onboarding, communication, customer relationship management (CRM), and data analysis.
  
  


• 
  Metrics and Customer Health: Collaborate with the CSM team to define and track relevant metrics that measure customer health and satisfaction. This could involve creating dashboards and health scores to proactively identify at-risk customers.
  
  


• 
  Reporting and Communication: Be responsible for creating reports that communicate customer success progress and insights to stakeholders across the organization, including leadership and other departments.
  
  


• 
  Cross-functional Collaboration: You'll work closely with CSMs, sales, marketing, and product teams to ensure a smooth customer journey and align efforts towards achieving customer success goals.
  
  

Requirements:

• Proficient in Microsoft Excel, Microsoft Word, and Microsoft Outlook.
  
  


• Experience with Salesforce, Tenrox project management software, or similar database tools.
  
  


• Experience with Tableau or other business intelligence software a plus.
  
  


• Strong interpersonal and communication skills.
  
  


• Highly organized and able to prioritize and process a number of tasks concurrently.
  
  


• Eagerness to learn and develop new processes.
  
  


• Self-motivated, strong work ethic.
  
  


• Initiative to take ownership of issues and drive to resolution.
  
  

Within the first 60 days:
You will be introduced to and familiar with all stakeholders, reporting needs, and reporting cadence.

Within 120 days:
You will give recommendations to improve data and processes and document any new or existing processes as needed.

Within 6 months:
You will have mapped data from ServiceNow, Salesforce, Gainsight, and other systems. You will play a role in finding the breakdowns in data where they occur in the reporting cycle.

Education/Experience:

• Bachelor's degree, preferred not required, or equivalent work experience.
  
  


• 1-2+ years of work in a related field.
  
  

Location:

Candidates can be located in Austin, TX or remote in CST or EST. EST is preferred since you will be collaborating with the EMEA team.

#LI-REMOTE #LI-AS1

SailPoint is an equal opportunity employer and we welcome everyone to our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Apply Now