CS System & Operations Analyst

CS System & Operations Analyst

You will be instrumental in scaling our success efforts by managing our customer success platform, optimizing data, and driving key analytics. This role ensures our CSMs are effective, our customers are successful, and our business goals are met.

Responsibilities:

Data Integration & Management:

Establish and maintain secure and reliable data connections between various systems.

Manage internal data ingestion into systems used by the company, including data mapping and transformation.

Develop and manage data exports from different tools to other platforms for reporting purposes.

Troubleshoot and resolve issues related to data handling for integrations and reporting.

Reporting & Analytics:

Design, develop, and deliver insightful reports and dashboards in various formats (e.g., totango, Dashboards, Google Sheets).

Customize reporting to cater to different audiences, use cases, and business needs.

Track and report on CSM OKRs and key performance indicators (KPIs).

Provide reporting on customer adoption trends, Gemini usage, and CSM performance data.

Customer Success Workflow Automation:

Configure and optimize workflows and success plays, including campaigns, task automation, and other features, to streamline CSM processes.

Implement campaigns and processes to automate key CS workflows and touchpoints.

Security & Compliance:

Develop, maintain, and update security and privacy documentation related to email campaigns and customer-facing tools.

Manage the review and approval processes for Tools usage and email campaign launches, ensuring adherence to security and privacy requirements.

Manage the launch approval process.

Enablement & Communication:

Create and publish a quarterly newsletter for CSMs, highlighting key updates and best practices.

Follow up with recaps and action items to ensure effective implementation of training and new processes.

Qualifications:

Proven experience in customer success operations or a similar role.

Strong understanding of data integration and management principles.

Proficiency with data visualization and reporting tools (e.g., Google Sheets, other dashboards).

Experience with workflow automation and campaign management.

Experience in Customer Success and customer strategic roadmaps with customer stakeholders to help drive solution adoption and business value.

Strong analytical and problem-solving skills, with the ability to interpret data and make recommendations.

Knowledge of security and privacy requirements related to data handling.

Excellent written and verbal communication skills, with the ability to explain complex

Experience in administering a SAAS-based tool.

Outstanding organizational, prioritization, and multitasking skills.

Preferred Qualifications:

Familiarity with data connectors and materialization techniques.

Knowledge of program effectiveness by leveraging a customer success platform.

Comfort with operating in a high-paced, changing work environment with the ability to prioritize multiple functions and tasks, manage time efficiently and navigate ambiguity.

Prior work experience in the capacity of supporting marketing, delivery, or sales.

Knowledge of Salesforce CRM.

Skills:

Advanced SQL Scripting and Querying

Data Management

Data Analysis

Reporting and Dashboarding

Workflow Automation

Project Coordination

Process Improvement

Security Compliance

Communication & Presentation

What we offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About us Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world.

Other employment-related information Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.