Success Operations Analyst, Flock Safety

• The ideal candidate will be highly organized and have a desire to grow their skills in application administration and process development
• 1-2+ years of experience in Customer Success Operations or similar team (Business Operations, Revenue Operations, Sales Operations) OR 3+ years in a customer facing role
• A Customer-Centric mindset
• Foundational understanding of software systems and a desire to expand into application administration
• Knowledge of core Customer Success metrics (NRR, NPS, etc)
• Strong organizational and communication skills
• Ability to work on multiple projects simultaneously and meet deadlines
• Experience with CRM / Customer Success Software as an end user
• Salesforce or Gainsight Reporting skills
• Advanced Google Doc / MS Office skills

Desirable

• Flock Safety is looking for an Analyst, Success Operations to join our Customer Success Operations (CSOps) team within the Revenue Operations department
• This person will work closely with both the Customer Success and CSOps teams and will be responsible for day-to-day operations including answering support tickets, setting up automated email flows, and performing project tasks
• Manage our internal service queue and identify areas for improvement
• Assist in maintenance of our Gainsight instance, including building new automation
• Manage external customer communications with CSM managers and Customer Education
• Write and maintain team documentation for CS and CSOps
• The First 30 Days:
• Onboarding and Learning: Focus on understanding Flock Safety’s platform, internal systems, and customer needs
• Day-to-Day Operations: Begin handling support tickets and familiarize yourself with the internal service queue
• Documentation: Start writing and maintaining team documentation for CS and CSOps
• The First 60 Days:
• Automation Setup: Assist in the maintenance of the Gainsight instance and build automated email flows to improve customer communication
• Customer Communication: Manage external communications with CSM managers and Customer Education, ensuring clarity and efficiency
• Identify Improvements: Begin identifying areas for process improvement within customer success operations
• 90 Days & Beyond:
• Enhance Customer Success: Take ownership of specific projects related to customer support, applying your insights to improve outcomes
• Collaborate & Innovate: Work closely with cross-functional teams to streamline processes and implement new initiatives for enhancing customer experience
• Ongoing Development: Continue growing your skills in application administration and contribute to the overall success of the CSOps team

• Our First Chat: During this first conversation, you’ll meet with a recruiter to chat through your background, what you could bring to Flock, what you are looking for in your next role, and who we are
• The Hiring Manager Interview: You will meet with your potential future boss to really dive into the role, the team, expectations, and what success means at Flock. This is your chance to really nerd out with someone in your field
• The Panel: Learn more about the team, responsibilities, and workflows. You should be prepared to speak about past projects, how you collaborate and communicate with others, and how you live our values. Depending on the team and role you are interviewing for, you may meet with several teammates as well as cross-functional partners
• The Executive Review: A chance to meet an executive and view Flock from a different lens. Be prepared to ask well-thought-out questions about the company, culture, and more