“Love our Customers” is our #1 Value at Okta. The Okta Customer First Team lives and breathes this every day. A critical element of Okta’s strategy is helping our customers accelerate their time to value and expand their relationship with Okta. This is a key differentiator for Okta and we believe that all customers, large and small, deserve an exceptional experience and this assistance. When we do this well, our customers succeed and Okta succeeds by growing our renewal rates.
The Customer Success Digital Operations Analyst will play a key role in shaping our rapidly growing Customer Success and Digital Experience teams. We are looking for someone to support the Digital team in their efforts to guide the customer through their entire Customer lifecycle, from onboarding through renewals. This individual would act as an embedded member of the Digital team, helping run engagement campaigns, set and track KPIs and analyze trends.
This individual should be organized and be able to work on long term projects as well as daily requests requiring quick turnaround. This role requires heavy cross functional team collaboration to support the broader Customer First goals.
What You’ll Do
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- Configure and support Gainsight for the Digital Experience and Global Customer Success team
- Build system workflows and programs within Gainsight to drive scale; administer and track success for adoption campaigns on an ongoing basis
- Build dashboards to display customer data, and trigger actions for CSMs to proactively engage with customers
- Provide operational direction and execution to help the Customer Success and Digital Experience teams run more efficiently and make data-driven decisions
- Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
- Ensure all processes are well documented and are up to date
Required Skills & Qualifications
- Excellent reporting and analytical skills; 4-6 years of experience in an operational analytics/reporting role with a focus on Customer Success or Customer Marketing
- Significant knowledge and experience in Salesforce.com
- Significant knowledge and experience in Gainsight
- Strong Excel skills; Tableau or other BI reporting strongly desired
- Demonstrate ability to collect and assess data as well as be able to present it in an actionable and insightful way
- Ability to work cross functionally in a rapidly changing environment
- Excellent organizational skills – role will be expected to work on multiple projects concurrently with varying priority
- Experience in building out successful multi-channel SaaS digital engagement and adoption programs is preferred but not required
