At ESG, we work collaboratively with our customers to accelerate their organizational goals, improve Key Performance Indicators, and solve complex problems with the use of technology and process. The Customer Success Operations Analyst is a critical role on the team, bringing analytics, reporting, and insights to our programs, and enabling our customers with a high degree of operational excellence.

What you’ll be doing:

Support Customer Success organizations in collecting and organizing customer utilization, behavioral, contact, contract, financial, and other critical data to enrich processes, visibility, and customer experience
Implement customer success platforms for clients including conducting tool readiness assessments, executing data integrations, requirements gathering, use case documentation, defining metrics, and initial onboarding implementation
Administer customer success platform and provide continual operational support that aligns with overall Customer Success strategy
Work with a wide variety of data and platforms
Identify data quality gaps and communicate use case & plan for data access and ingest
Operationalize Customer Success motions in customer success platforms by building process and automation
Optimize client technology stack by identifying areas to operationalize and consolidate to increase efficiency and effectiveness of Customer Success organization
Execute roadmap for customer success platform implementation and optimization
Analyze customer behaviors specific to outcomes to drive implementation of operational processes, strategy, and technology
Search through large data sets for usable information
Bring Customer Success best practices to ESG customer operations
Manage key models and processes and communicate insights to key stakeholders
Drive insights for ESG clients by analyzing data trends and building predictive models
Build and maintain customer health scores, engagement reports, automated processes, and digital Customer Success motions in customer success platforms

What will make you successful:

Experience with handling data to facilitate decision making, ensuring accuracy of the data but also presenting the data to highlight findings, and moving people to action
Experience with tool implementation or administration a plus
Advanced Excel skills; experience with modeling a plus
Database enthusiasm required; Customer Success tool familiarity is a plus
Proactive, resourceful, and persistent; seeks solutions and takes initiative and focuses on delivering outcomes despite obstacles
Demonstrated supportive, collaborative, and problem-solving attitude
Excellent time management skills
Strong communication skills: Ability to communicate with corporate leadership
Ability to work independently
Attention to detail

Salary Range depending on experience: $55,000-$75,000

ESG offers an exciting work environment that is continually evolving, with competitive salaries, and a comprehensive benefits package. ESG is an Equal Opportunity Employer. ESG’s employment decisions are made without regard with race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status

ESG

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