Customer Experience Systems Analyst

Celigo is looking for a Customer Experience Systems Analyst to help us scale systems with our customer success and professional services engagement efforts. This role will work very closely with the Heads of Customer Success and Professional Services located in California. In this role, you will help us right-size and configure our systems to support efficient customer success and onboarding motions in Gainsight and our Certinia (formerly FinancialForce) instance with an eye on database hygiene. You will also be responsible for ongoing reporting of CS and PS metrics.

What would you do, if hired?

• Actively participates in the ongoing development of tools and systems by serving as a builder/administrator of Gainsight and Certinia.
• Manage key systems used to identify, develop and report on CS and PS engagement motions.
• Collaborates with business stakeholders to identify enhancements and new capabilities to meet their business needs within the platform.
• Manage associated team members’ tasks and efforts to execute new projects, prioritize their work, answering their questions, and acting as a project manager.
• Manages the queue of production support tickets for the platform.
• Assists end-users with error troubleshooting and support for the platform.
• Make recommendations regarding system standards and end user procedures.
• Develop and provide training to colleagues on how to use advanced application functionality to allow for self-service.
• Monitor and evaluate new release features and functionality and provide recommendations for process improvement.
• Ensure compliance with all regulations, policies, and procedures.
• Collaborate with product teams to ensure that CS and PS motion experiences are cohesive based on customer insights and usage data..
• Work with CS and PS Ops on defining and documenting the right processes, digitizing them in Gainsight and Certinia to make them production-ready for usage. Build dashboards that clearly communicate performance and communicate these in business reviews and manager 1:1s
• Understand all aspects of configuration and technical/functional capabilities
• Manage all new user setups and deactivation, including transferring ownership of accounts for deactivated CSMs
• Build and manage dashboards, reports, layouts, process automation, and other configurable parts of the interface for end-users, and other capabilities including:
  • Flows and Process
  • Call to Actions
  • Validation Rules
  • Custom Objects Configuration
  • Security Controls
• Participate in system implementation projects including but not limited to: requirements, documentation, systems configuration, test documentation/execution, issue identification and resolution
• Maintain updated system documentation and policies/procedures
• Maintain a high-level familiarity with related systems capabilities and scope definition to make recommendations about potential upstream/downstream.
• Interface with teams across the business including Sales, Customer Success, Customer Support, Professional Services and Product to facilitate business requirements and related duties
• Support the day-to-day running of the business, which includes interacting with business users and technology partners.

Who are we looking for?

• Bachelor’s Degree in related field required
• Strong data and analytical skills — using and interpreting data and analytics to quantify and improve results
• Proficient in Excel or other data analysis software
• 2-3 years of development and project management, or related experience, partnering with geographically dispersed teams
• 3+ years of experience in Gainsight, Certinia, and Digital Transformation of associated motions
• Ability to connect to overall business strategy and design and execute on department strategy
• Able to build successful relationships with all levels of staff and management
• Comfortable working independently in an evolving and changing environment
• Proven ability to create innovative solutions to solve customer and client challenges
• Strong research, troubleshooting, and problem-solving skills
• Experience working with product and technology teams, and strong oral and written communication skills
• Organized and process-driven with strong attention to detail
• Salesforce, SQL or Python skills is also a plus

About Us

Celigo is the leading integration platform (iPaaS) that is pushing the boundaries of what an iPaaS can be. Celigo’s unique approach to integration enables IT and business users alike to automate and optimize every business process, allowing organizations to accelerate growth and drive innovation at scale

Benefits

Starting your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends. Additionally, we provide a strong benefits package, a tech stipend, recognition opportunities, and many other cool perks.

Pay Scale Information

Celigo reasonably expects to pay a base salary between $120,000 and $150,000 for this position.  Actual starting base pay will be determined by skills, experience, geographic location, and other non-discriminatory factors permitted by law.  Total compensation may also include variable incentives, benefits, or other perks as outlined in any formal employment offer made.

Benefits

Starting your first year, we offer 3-weeks of vacation, wellness days, and holidays to recharge and spend time with family and friends. Additionally, we provide a strong benefits package, a tech stipend, recognition opportunities, and many other cool perks.

Diversity, Equity, Inclusion, and Accessibility

As a company, one of the values we hold most dear is fostering a safe, collaborative environment to bring out the best in us, so we created our Taking a Stand Initiative. Our TAS initiative is a volunteer committee open to all Celigans, with strong representation from underrepresented voices within our company. We believe, unequivocally, that everyone deserves to be in a place where they feel welcome as they are. Learn more about Taking a Stand.

Celigo is proud to be an equal-opportunity workplace. We are committed to equal employment opportunities regardless of race, color, ancestry, national origin, religion, creed, age (40 and over), disability (physical or mental), sex, gender  (including pregnancy, childbirth, breastfeeding, or related medical conditions),  sexual orientation, gender identity, gender expression, medical condition, genetic information, marital status, condition (associated with cancer, a history of cancer, or genetic characteristics)military and veteran status, or any other characteristic protected by applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Employees and applicants are also protected against retaliation.  Consistent with federal and applicable state laws, acts of retaliation against an employee or applicant who engages in protected activity, such as reporting discrimination or harassment or participating in the EEO process, whistleblowing, or the exercise of any appeal or grievance right provided by law will not be tolerated by Celigo.