Customer Success Operations Analyst, CallMiner

• 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

• 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