Customer Success Operations Analyst, CallMiner
Conversation analytics for business
Open for applications
Conversation analytics for business
201-500 employees
Open for applications
201-500 employees
Company mission
To deliver the intelligence needed for businesses to drive better experiences and business decisions.
Role
Who you are
- An associate’s or bachelor’s degree in technical or business discipline or equivalent work experience
- 2+ years of experience in drafting Quotations or Contracts
- Has experience reviewing Statements of Work (SOWs) or Contracts and demonstrates exceptional attention to detail
- Communicates effectively with peers and demonstrates a proven track record of effectively interfacing with cross-functional departments
- Is assertive and possesses effective communication skills
- Exhibits confidence to work under pressure, to communicate effectively with senior leaders and to drive team members to committed dates
- Exercises good judgment in orchestrating activities, in assessing priorities and in making decisions
- Maintains a data driven approach and drives toward continual improvement
Desirable
- A Bachelor’s degree
- Proficiency with contract management systems (such as Ironclad)
- Proficiency with CPQ tools (such as Dealhub)
- Proficiency with JIRA and Confluence
What the job involves
- CallMiner is seeking a CS Operations Analyst to join our Customer Operations within the Customer Success Team
- Those fulfilling this role are responsible for reviewing Solution Design documents and Scoping Summaries as well as drafting and reviewing Quotations and Legal Contracts
- The primary focus of the Operations Analyst is to accelerate the presale phase for which requests are converted to requirements as an executable order and finalized via the Contract review process
- In addition, the Operations Analyst is instrumental in driving process improvement and coordinating initiatives as assigned
- Work in a fast-paced environment to effectively prioritize and create and/or review a high volume of executable customer orders (contracts) and budgetary quotes
- Collaborate with internal team members to promptly review Solution Design documents and Scoping Summaries (pre-contract creation) and to share concise feedback
- Leverage product-based training and prior examples to guide reviews, looking for inconsistencies and suggesting alternative language where applicable
- Apply standard guidelines to contract reviews and compile boilerplate language for reuse
- Collaborate internally to define and implement cross-functional processes to improve efficiencies with Solution Design and Contract management flows
- Identify trends across Solution Design documents, Scoping Summaries and Contracts and offer process improvements to enable greater repeatability and scalability
- Develop proficiency with applicable tools and system(s) to support contract uploads and/or reviews within the Contract Management flow
- Serve as a backup to other CS Ops Analyst(s), to the Deal Desk Analyst and to the Renewal Manager
- Develop system expertise and serve as Customer Success liaison for systems that facilitate onboarding and enable account management activities (Confluence, Gainsight, JIRA, PowerBI, Salesforce)
- Document Customer Success processes and procedures and provide training and enablement for assigned systems and processes
- Provide data and trend analysis to drive data-based decisions and process improvements
Our take
To drive business results, these days it is necessary to gather insights from every available channel to help gain visibility in deal progression, design comprehensive training programs, and hence deliver more effective sales conversations. CallMiner supplies a customer conversation analytics platform that aims to do just this, enabling staff to improve their performance and deliver heightened customer experiences.
The platform automates the ability to listen to every customer interaction, and provides analysis to find where improvements and optimizations to these interactions might be made. CallMiner has worked with conversation intelligence since beginning operations in 2002, and continually updates its offering, for example with workforce intelligence capabilities to improve contact centre experience, and integrations with Zoom that expand the conversation types that can be analyzed by the platform.
CallMiner appears to be focusing on global expansion, as well as exploring new market segments such as fraud and robotic process automations. It was named a technology leader in the Quadrant Knowledge Solutions’ SPARK Matrix: Speech Analytics in Q1 2023, and has partnered with Microsoft to enhance its current AI capabilities to help meet the ever-evolving needs of its customers.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 13 rounds)
Jun 2022
$20m
LATE VC
Dec 2019
$75m
LATE VC
Total funding: $175.6m
Company benefits
- Company sponsored events and outings
- Fun work atmosphere, casual dress code
- Community involvement and volunteering
- Free coffee, snacks, and more when you're in the office
Company values
- Teamwork - Diverse perspectives produce the best outcomes; together everyone achieves more
- Ownership - Take pride and ownership in everything you do; own your success and your failures
- Impact - A successful business provides significant benefits to our customers, employees, partners, investors and community
- Innovation - Push the envelope. Never settle
- Candor - Healthy and respectful debate leads to the best outcomes
- Commitment - Be relentless and work hard. Nothing worthwhile comes easy, we win or lose on the margin
- Transparency - A shared perspective leads to trust and support of a common goal
- Urgency - Operate with a sense of focus and bias for action, time matters
- Success - We value results, not just activity
- Joy - Find happiness and satisfaction in what you do
Company HQ
West End, Waltham, MA
Articles
Leadership
Jeff Gallino
(Chairman & CTO)Jeff started their career with 7 years in the US Air Force, before working as a Project Manager at Born and Hitachi Practice Leader. They founded CallMiner in 2002, serving initially as CEO and since 2007 as CTO and Chairman.
Salary benchmarks
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Diversity, Equity & Inclusion at CallMiner
- At CallMiner, we know that our differences of opinion, experiences and backgrounds is what makes us stronger.Through key employee resource groups, like the CallMiner Diversity, Equity, and Inclusion Council (DEIC), we aim to promote a diverse, equitable and inclusive workplace where all people are accepted, valued, heard and understood.
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