Drive customer engagement at CB Insights as part of our business operations team

The CB Insights Customer Success Analyst will be responsible for supporting our efforts to engage, retain, and expand clients by working across Salesforce, Hubspot, and various other tools. This is also a data-heavy role, as you will be creating and interpreting various reports to generate unique insights into our customer base.

This is a collaborative job. You’ll be a part of a team working across Business Development and Customer Success, and your work will intersect with a variety of stakeholders.

You will participate in the day-to-day running of the current Salesforce application, supporting internal business users, and work with others in Operations to build out new custom fields, objects, workflows, reports, and more.

By working cross-functionally and with various data sets you will develop a strong data-driven, process toolkit and be involved in tackling the ever changing problems of a rapidly growing SaaS organization.

The ideal candidate is a proactive critical thinker with strong excel skills, Salesforce experience, and who is unafraid to roll up their sleeves.

Key Responsibilities:

• Develop and maintain key reports. Analyze and identify key trends within these large data sets (anything from client usage of the platform to key characteristics of our client base to inform where sales spends its time)
• Work with others on the ops team to design, automate, and improve processes across the CS team
• Support day-to-day business operations for customer success
• Monitor data integrity, building controls to guarantee clean and reliable data
• Document and maintain best practices and playbooks
• Develop and report on key metrics
• Responsible for ad hoc support in launching and tracking different growth initiatives

Desired Experience and Qualifications:

• Bachelor’s degree
• 1+ years in sales/CS/marketing operations
• Salesforce experience, with Salesforce administrator experience preferred including but not limited to page layout designs, workflow rules, process builder,data mapping, custom objects, app exchange and basic system integrations
• Willingness to earn certifications
• Strong problem solver with the ability to handle very detailed and interrelated projects
• Project management, time management, and organizational skills
• Proficient with Excel and Powerpoint (formulas, pivot tables etc)...a data oriented person
• Leadership potential and team player
• Get sh*t done attitude

Perks and Benefits:

• Subsidized health, dental, and vision insurance
• 401k with up to 4% match
• $1,000 continuing education stipend
• Daily lunch stipend