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Customer Success Operations Analyst
Austin, TX, Boulder, CO, San Francisco, CA

At Qualia, we've built a new class of real estate technology that simplifies home buying and selling into an easy, understandable, and secure process. Our products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared platform, providing greater clarity and transparency to real estate transactions. Today, millions of

WHAT YOU'LL WORK ON

Ready to level up the customer communications program for a hyper-growth B2B SaaS company? In this role you will be joining Qualia's Revenue Operations (RevOps) team to do just that. The RevOps team provides resources and tools that drive Qualia's accelerating momentum.

As a Customer Success Operations Analyst you will manage the process, data, and systems used for communicating to Qualia's customers.

Would you like to influence leaders in marketing and customer success with data driven insights? Do you love building new processes, designing, and organizing content? Do you enjoy launching new initiatives? If so, you don't want to miss this opportunity.

RESPONSIBILITIES

  • Act as a liaison across product marketing, product, customer success, and sales on thier multi-product Go-to-Market communication strategy for both new feature and product launches.
  • Own the results and success metrics affiliated with customer communications and ensure results are reported to senior management.
  • Manage all customer facing email programs in our CSM tool(Gainsight) and marketing tool(Hubspot), including templates, contact lists, and automations.
  • Own the automation of NPS and CSAT surveys across product verticals by ensuring customer success teams are properly utilizing the survey data.
  • Design, build, and analyze ad hoc NPS & CSAT survey requests from CS leadership.
  • Own the enhancement of the communication request process by improving how RevOps collects and executes requests from internal stakeholders.
  • Clearly communicate prioritization and deadlines to stakeholders, building trust with cross-functional teams.
  • Ensure marketing and customer success stakeholders properly coordinate customer communication by managing the communications calendar.

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • An owner mentality. You take pride in your work and view what you do as a part-owner and builder of Qualia.
  • A problem-solving mindset. You anticipate challenges and complications, know when to escalate, and understand what tradeoffs should be made.
  • An ability to independently prioritize and pick up agreed upon and emerging projects.
  • An ability to review copy and understand the impacted audience across various communication types.
  • Project management experience that points to a history of scoping, requirements building, stakeholder management, and internal enablement.
  • Demonstrated success in a fast-paced environment which has been proven by your ability to adapt to technology changes, new initiatives, and product changes all while keeping both internal and external customers top of mind.
  • A minimum 3 years of ever-increasing responsibility.
  • Experience working with technology used to communicate with customers (e.g. Hubspot, Gainsight, Salesforce, etc).
  • A background in communications, marketing, marketing operations, customer success operations, project management, or business operations.

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. The team is temporarily remote during the pandemic, but Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, daily meditation sessions, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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