Operations Analyst, Customer Success and Support
At Relativity, we make great software that helps users organize data, discover the truth, and act on it. Our product is used by more than 13,000 organizations around the world – in the cloud, on-premises, or both – to manage large volumes of data.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
As an Operations Analyst, Customer Success and Support, you will be responsible for assisting the Operations Manager in overseeing the operations of the Customer Success and Support teams. The Operations Analyst, Customer Success and Support provides data analysis in support of the strategy and initiatives driven by the Operations Manager, is accountable in maintaining the integrity of the data they are responsible for, and is accountable for executing on process improvements for the clients they support.
- Work on initiatives that focus on driving efficiencies and the streamlining of processes through accurate reporting and data analysis
- Accountable in being the subject matter expert as it pertains to data governance for the Customer Success and Support teams
- Run, interpret and share performance results with stakeholders, this may include standardized reports on a daily, weekly, and monthly basis from various inputs (Salesforce, Gainsight, etc.) using various outputs (Excel, PPT, Tableau)
- Be the liaison between this team and other departments as needed, using the communication methods designated by Relativity
- Expert in how the Customer Success and Support teams utilize Salesforce, Gainsight, and all other tools to help identify process improvements
- Understand the client journey, specifically between Customer Success and Support, in support of churn analysis driven by the Operations Manager
- Assist in the discovery work needed in pursuit of new program creations, including but not limited to, data collection, scrubbing and presenting
- Being a subject matter expert for Customer Success and Support, can identify bottlenecks and use business acumen, data, and resources available to make recommendations accordingly
- Run ad hoc projects as needed that are data driven, focusing on success metrics specific to teams
- Passes certification for Relativity Administration within 6 months of start date
Minimum Qualifications:
- BA/BS degree
- 2+ years’ work experience, quantitative field preferred
- Ability to travel 10% of the time
Preferred Qualifications:
- Exceptional skills in Microsoft Office, including Outlook, Excel, Word and PowerPoint, with an emphasis on Excel
- Professional written and verbal communication skills
- Strong analytical mindset
- Salesforce and Gainsight experience
- Ability to manage multiple tasks and projects
- Ability to learn on the fly
- Strong attention to detail
Our software has more than 150,000 active users in more than 40 countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and more than 195 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.