Pricing

Customer Success Operations Analyst
Austin, TX

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 consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

As Qualia embarks on the next phase of growth, we are seeking a Customer Success Operations Analyst to support the different teams within the Customer Success organization. The ideal candidate for this role understands that good data is the foundation of any organization and is willing to be its guardian. They appreciate the complexity of the CS org process and want to think critically about how to simplify it. They’re not scared of getting their hands dirty in our tech stack, which includes Salesforce, Gainsight, Salesloft, and more. The ideal candidate for this role is a strong problem solver, is analytical, and has the ability to take an ambiguous task and solve it with minimal guidance.

The Customer Success Operations Analyst will work on/oversee projects assigned to them each quarter to complete. You’ll work cross functionally with different teams to complete your projects and better streamline operational rigor across the department to set up the Customer Success org at Qualia for success. You will maintain and implement new systems, create advanced reporting and dashboards, and automate workflow processes. As a Customer Success Operations Analyst, you will get an opportunity to work with different teams that make up the Customer Success org at Qualia such as Support, Client Success Managers, Onboarding Specialists, Fulfillment Specialists. This role will report to the Senior Manager, Operations under the Customer Success org.

Qualia is hiring two CS Ops roles that will focus on two different segments. (1) Support (2) Qualia’s Post product that will consist of supporting Client Success Managers, Onboarding, Fulfillment Specialists.

RESPONSIBILITIES

  • Work closely with Managers to understand what projects and priorities they are focused on and immersing yourself in their day to day metrics/KPIs
  • Review current state of the data, organization configuration, and workflows being executed with sales and marketing technologies and recommend changes to the current usage of each tool
  • Provide weekly updates on projects that inevitably will help drive a positive customer experience, revenue growth, and operational scalability
  • Identify gaps to create new process and own the project to completion
  • Implement/maintain systems
  • Provide reports analyzing the results of activities related to key business metrics to senior leadership
  • Assist with ongoing management of each technology and provide training and documentation as needed

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • 2-3 years working in an operations role required; preferably with a focus on Support or CSM/Onboarding
  • Previous SaaS, CS, or sales experience preferred
  • Proficient in Microsoft Excel
  • Experience managing the following systems: SFDC, Service Cloud, Gainsight, Five9, Talkdesk, Outreach.io
  • Demonstrates strong project management and organizational skills
  • Strong operational and analytical experience
  • Excellent verbal, written, and interpersonal communication skills
  • Independent problem solver: open to taking instruction, but when needed, can independently translate a goal into an actionable plan
  • Comfortable with ambiguity, and able to execute effectively
  • Experience completing tasks and projects in cloud based applications (e.g. CRM, project management software, Google docs)
  • Applicants must be authorized to work in the US

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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