Post Sales Operations Analyst

Post Sales Operations Analyst 

Overview  

In this role, you'll be the strategic problem-solver our Customer Success team craves. You'll leverage your data expertise to optimize workflows, measure success, and empower Customer Success Managers (CSMs) to build rock-solid customer relationships. 

Responsibilities 

Data Analysis and Reporting: Dig into customer data to identify trends, track KPIs (Key Performance Indicators) like customer health and adoption, and generate reports to inform strategic decision-making for the customer success team. This might involve using SQL queries to extract data and data visualization tools to present insights.  

Process Improvement and Automation: Identify areas for improvement in the customer onboarding, adoption, and success workflows. This could involve automating repetitive tasks with tools and streamlining processes to enhance efficiency for CSMs.  

Customer Success Tools and Technology: Play a key role in researching, implementing, and managing the customer success software stack. This might involve tools for onboarding, communication, customer relationship management (CRM), and data analysis.  

Metrics and Customer Health: Collaborate with the CSM team to define and track relevant metrics that measure customer health and satisfaction. This could involve creating dashboards and health scores to proactively identify at-risk customers.  

Reporting and Communication: Be responsible for creating reports that communicate customer success progress and insights to stakeholders across the organization, including leadership and other departments.  

Cross-functional Collaboration: You'll work closely with CSMs, sales, marketing, and product teams to ensure a smooth customer journey and align efforts towards achieving customer success goals. 

Requirements 

• 1+ years of experience in a Post Sales role. 

• Experience with Salesforce, Tenrox project management software, or ServiceNow.  

• Experience with Tableau or other business intelligence software. 

• Strong interpersonal and communication skills. 

• Highly organized and able to prioritize and process several tasks concurrently. 

• Eagerness to learn and develop new processes. 

• Self-motivated, strong work ethic. 

• Initiative to take ownership of issues and drive to resolution 

• Ability to work on complex  

• Proficient in Microsoft Excel, Microsoft Word, and Microsoft Outlook. 

Within the first 60 days: 

• You will be introduced to and familiar with all stakeholders, reporting needs, and reporting cadence. 
  
  

Within 120 days: 

• You will give recommendations to improve data and processes and document any new or existing processes as needed. 
  
  

Within 6 months: 

• You will have mapped data from ServiceNow, Salesforce, Gainsight, and other systems. You will play a role in finding the breakdowns in data where they 

• occur in the reporting cycle. 
  
  

Education/Experience: 

• Bachelor's degree or global equivalent work experience. 

• 1-2+ years of work in a related field. 
  
  

Location: 

• Candidates can be located in Austin, TX or remote in CST or EST. EST is preferred since you will be collaborating with the EMEA team. 
  
  

Benefits and Compensation listed vary based on the location of your employment and the nature of your employment with SailPoint.

As a part of the total compensation package, this role may be eligible for the SailPoint Corporate Bonus Plan or a role-specific commission, along with potential eligibility for equity participation. SailPoint maintains broad salary ranges for its roles to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect SailPoint’s differing products, industries, and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. We estimate the base salary, for US-based employees, will be in this range from (min-mid-max, USD):

Base salaries for employees based in other locations are competitive for the employee’s home location.

Benefits Overview

1. Health and wellness coverage: Medical, dental, and vision insurance

2. Disability coverage: Short-term and long-term disability

3. Life protection: Life insurance and Accidental Death & Dismemberment (AD&D)

4. Additional life coverage options: Supplemental life insurance for employees, spouses, and children

5. Flexible spending accounts for health care, and dependent care; limited purpose flexible spending account

6. Financial security: 401(k) Savings and Investment Plan with company matching

7. Time off benefits: Flexible vacation policy

8. Holidays: 8 paid holidays annually

9. Sick leave

10. Parental support: Paid parental leave

11. Employee Assistance Program (EAP) and Care Counselors

12. Voluntary benefits: Legal Assistance, Critical Illness, Accident, Hospital Indemnity and Pet Insurance options

13. Health Savings Account (HSA) with employer contribution

SailPoint is an equal opportunity employer and we welcome everyone to our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.