Associate Operations Analyst – Customer Success
Sonatype Inc
Sonatype creates tools that help developers build software faster and more securely.
Sonatype is a dynamic and innovative global software company with more than 500 employees. We have been pioneers of modern software development practices, are in hyper-growth mode, and WE ARE HIRING!
Walls don’t make a company great; people do — and we have the best. While we have offices in Australia, the United States, and the United Kingdom, our growing and talented team lives and works anywhere and everywhere.
We believe great discoveries happen when people from a diverse group of backgrounds learn, grow, and work together to achieve common goals. Our amazing opportunities are available across the globe in our Engineering, Design, Product Management, Marketing, and Sales teams. We seek candidates who share our passion for Open Source Technology and offer a creative, collaborative environment where every employee has a voice.
Learn more at www.sonatype.com.
Are you passionate about Customer Success and looking to impact the burgeoning and critical world of DevSecOps? If you enjoy making your team members successful, you should keep reading. We are hiring an Associate Operations Analyst to work closely with the Customer Success Operations team to support our Customer Success (“CS”) applications and streamline processes that our Customer Success Engineers (“CSEs”) utilize daily to create wildly successful customers.
Why this role matters
The CS Operations mission is to drive the effectiveness and efficiency of our Customer Success team by helping us achieve customers’ desired outcomes, renewals, expansion, and advocacy. The Associate CS Operations Analyst, will work closely with the entire CS team. You will be a trusted partner, enhancing our understanding of our customers while refining and executing customer success objectives, strategies, and tactics by implementing more refined and scalable processes.
Key Areas of Focus
- Implements, improves, and provides support and enablement for the software applications across Customer Success.
- Build reports and dashboards for CS leadership, CSEs, and the Renewal Specialists.
- Convert data into valuable insights with a particular focus on historical trend analysis of KPIs
- Review CSE processes and builds automation in Gainsight for efficiency and effectiveness.
- Collaborate closely with Renewal Specialists to ensure they have the tools vital to work most efficiently and effectively.
- Capture, review, and prioritizes all improvement requests for supported applications.
- Work closely with Sales Operations to facilitate changes in Salesforce to support new features, processes, and reporting across CS applications.
- Review all new functionality released for supported applications. Identify and implement those capabilities with the most significant benefit across Customer Success.
- Complete new hire setup and licensing across CS applications.
- Provide Salesforce support for the Customer Success team.
Abilities and Experiences that we are seeking
- Ability to break down ambiguous problems into concrete, manageable components to lead to optimal solutions
- Someone who embraces accountability and enjoys “getting their hands dirty” by digging into and deeply understanding complex operations
- Strong communication and interpersonal skills with a strong desire to seek input from other team members
- Excellent troubleshooting and analytical skills
- Experience working with and supporting Salesforce and Gainsight is strongly preferred.
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At Sonatype, we value diversity and inclusivity. We offer perks such as parental leave, diversity, and inclusion working groups, and flexible working practices to allow our employees to show up as their whole selves. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.
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