Senior Customer Success Operations Analyst

Description:
• SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities.
• We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business.
• With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
• Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe.
• From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals.
• SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
• You will be responsible for implementing and managing programs that enhance the effectiveness of the Customer Success, Onboarding and Support Teams.
• Your goal will be to increase customer satisfaction, retention and expansion through optimized operations and strategic program management.
• Reports to Manager, Customer Success Operations.

Requirements:
• 3+ years of experience in customer success operations or a related field, or in a consulting role, preferably in the SaaS or FinTech industry
• Database and data connection experience, SOQL/SQL understanding
• Strong technical skills and proficiency in multiple CRM systems (ServiceCloud, Zendesk, Dialpad, 8x8, Kustomer, Slack, Delighted) and CSP (Churn Zero, Gainsight), work management tools (Asana, Wrike), and data connection tools (Zapier, Workato)
• Advanced level and/or other Salesforce certifications required
• Strong analytical skills with an ability to translate data into actionable insights
• Proactively analyze, recommend improvements, and communicate the efficiency and effectiveness of CS operations to CS leadership
• Exceptional communication, project management, collaboration, and influencing skills with the ability to influence and persuade stakeholders of a point of view and prepare thoroughly for critical questions
• Ongoing communication, enablement, and governance of existing and new processes impacting CS organization, customers, and cross-functional partners (Sales, Product, Marketing)

Benefits:
• Base Salary ($105,000 - $115,000)
• New hire stock grant
• 100% employer paid medical, dental, and vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

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