About the Role

As a Customer Operations Systems Analyst, you'll step into a pivotal, new role, partnering across the entire customer organization. You'll be instrumental in bridging the gap between business needs and technical solutions to supercharge the usage and adoption of our technology stack. A core focus will be optimizing AI applications to significantly boost our operational efficiency and elevate the customer experience. Your mission is to deeply understand the challenges faced by our Customer Success and Support teams, and then design the logical workflows to resolve them, providing clear, comprehensive solution blueprints for our Systems Administrators to implement.

Your Area of Focus

• AI & Automation Optimization
• Configure, train, and optimize Forethought AI workflows to improve customer self-service and case deflection.
• Design conversational support flows that guide customers toward resolution while maintaining a seamless escalation path to agents.
• Analyze deflection performance, containment rates, and automation outcomes to continuously improve AI effectiveness.
• Identify knowledge gaps and partner with Knowledge Management teams to improve AI answer accuracy.
• Monitor AI responses to ensure quality, accuracy, and alignment with customer experience standards.
• Develop and maintain reporting on automation impact including deflection rates, containment success, and agent time saved.
• Identify opportunities to simplify processes and reduce friction within the systems used by the Customer Success organization.
• Collaborate with cross-functional teams to collect business requirements, transforming them into detailed technical solution designs. These workflow designs will then be provided to our system administrators for configuration within the Customer Success organization's core systems, which include, but are not limited to, Salesforce, Gainsight, CXone, and Forethought.
• Provide clear, best-practice recommendations for process solutions to business owners, demonstrating how these solutions enable our Customer Success teams to deliver an excellent customer experience.
• Participate in design reviews and technical discussions with our technology partners and internal stakeholders.
• Isolate, triage, and resolve bugs/issues.
• Execute, manage, and assist in the development of technology roadmaps.
• Identify opportunities to improve existing solutions, features, and functionality.
• Play a key role in identifying emerging technology solutions that could align with Customer Success business needs or operational efficacies.
• Contribute! Bring creative and innovative solutions to the team.

Your Professional Qualifications

• Required: 2-4 years of experience in Customer Success and Support operations.
• Required: Experience in optimizing customer impacting workflows leveraging Artificial Intelligence (AI).
• Required: Proven ability to automate workflows and processes within Salesforce and its integrated tools.
• Nice-to-have: Familiarity with Gainsight, Forethought, and CXone solutions.
• Nice-to-have: Some Salesforce administration experience or certification.
• Strong ability to take a complex, messy problem and break it down into logical, manageable steps.
• Experience in a fast-paced production environment on a CRM platform.
• Demonstrated capability in designing workflow solutions.
• Comfortable with concepts and methodologies for effective technology adoption and scaling across various operations.
• Troubleshooting and problem-solving skills.
• Strong skills with attention to details.
• Ability to work with ample autonomy.
• Proven ability to collaborate effectively across functions using programmatic best practices.
• Ability to identify systemic issues and make recommendations and implement for future improvements.
• Additional duties as assigned by the management team.

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