Gainsight Operations Analyst

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.

Equifax is looking for a Gainsight Operations Analyst to join our Equifax Digital Solutions (EDS) team. This role plays an integral part in all customer related processes and projects within Kount and Midigator. As an Operational Analyst, you will be responsible for driving operational efficiencies and effectiveness through the implementation of best in class tools (Gainsight, Salesforce, and Zendesk) to ultimately innovate and streamline business processes within the EDS Customer Success team. This position follows a hybrid work environment and requires in-office presence.

What you'll do

• Design and lead projects to improve customer support processes and operational efficiency.
• Own day-to-day operations supporting Customer Success related to the customer journey, onboarding, daily support activities, customer retention, product usage metrics, and operational efficiencies
• Implement systems to improve the quality of Customer Success data and appropriately maintain customer records
• Manage Gainsight product suite, process automation and Customer Success training programs
• Manage third party operations tools and vendor management
• Deliver analytical reports and insights to inform Customer Success strategy
• Assist in the coordination of forecasting, planning, and budgeting processes used within the Customer Success organization
• Provide training and create help related materials for users as new Customer Success applications are deployed
• Support existing Customer Success management in reducing back office administrative functions that allow the team to focus more on customer satisfaction, expansion and retention
• Drive customer retention through tracking leading indicators of renewals and upsells, and analyze them to provide actionable insight to CS leadership
• Empower the Customer Success organization by developing key dashboards for use by the CSMs and CS leadership
• Work with cross-functional teams to instrument data and processes to help meet renewal and upsell targets and deliver on customers' needs
• Develop key dashboards for use by the executive team for reflecting the activities and metrics within customer success
• Lead and participate in special projects and teams to drive business objectives and process standardization
• Work with Data Analytics team to analyze current and previous trends in key performance indicators for the Customer Success team to identify operational weaknesses and identify strategies and processes for improvement

What experience you'll need

• Bachelor's Degree or equivalent work experience
• Minimum of 3 years experience in customer success operations, sales support, sales analyst or similar
• Demonstrated technical knowledge of Gainsight, Salesforce, Zendesk or other CRM tools

What could set you apart

• Gainsight or Salesforce Certification(s)
• Prior experience working at a SaaS company or company within the tech industry
• Strong critical thinking, problem solving and project management skills
• Ability to work both independently and as part of a team, on multiple projects

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Primary Location:

USA-ID-Boise

Function:

Function - Sales Support

Schedule:

Full time