Customer Success Operations Specialist

FloQast is seeking a Customer Success Operations Specialist to support the Revenue Operations organization's internal operations and growth with an emphasis on post-sale operations.  This person will be an integral contributor to our overall Customer Success and RevOps strategy and will work directly with management to drive process improvements and operational efficiency to enable FloQast to continue to provide a best-in-class customer experience. This role requires someone who is organized, process-oriented, data-driven, eager to learn, and not afraid to execute quickly. 
As a CS Ops Specialist, you will be responsible for responding to system issues, conducting in-depth analysis to resolve bugs, and completing various system configuration tasks. You will be working closely with the Customer Success and Revenue Operations teams to ensure the integrity of our customer-facing systems and support the smooth execution of customer lifecycle operations.
*Visa sponsorship is NOT available at this time
What You'll Do:

System Issue Resolution & Troubleshooting:

• Serve as a point of contact for identifying, troubleshooting, and resolving system issues within Gainsight and related platforms (Salesforce, Certinia, Looker, etc.).
• Perform root cause analysis on system bugs, escalating issues when necessary and working with internal teams to resolve them quickly.
• Ensure data integrity and system functionality by continuously monitoring user activity and system performance.

Gainsight Configuration & Maintenance:

• Assist with the configuration and customization of Gainsight to support customer success processes, including automation, workflows, system integrations, data management, and dashboards.
• Maintain and update Gainsight templates, reports, and programs to ensure they align with business needs.
• Manage Gainsight user permissions and system settings to ensure proper access and security protocols are followed.

Systems Management:

• Support the administration and data hygiene of Salesforce, Gainsight, Certinia, Looker, and other internal tools related to the Customer Success team's usage.
• Aid in the rollout and adoption of new tools.
• Handle CS Operations ticket requests.

Project Support:

• Work on assigned projects to improve system functionality, resolve operational challenges, and support the overall efficiency of the Customer Success organization.
• Collaborate with cross-functional teams, including Customer Success, Revenue Operations, Product,  and Business Systems, to support larger-scale initiatives.

Documentation & Knowledge Sharing:

• Document standard operating procedures and common system issues and troubleshooting steps for internal reference.
• Provide training and user support to internal teams on system tools and processes as needed.

What You'll Bring:

• Gainsight experience preferred, with familiarity in administration and configuration (Gainsight certification is a plus).
• Basic understanding of CRM tools such as Salesforce, Certinia and Looker is beneficial.
• Strong problem-solving skills and ability to troubleshoot system issues effectively.
• Ability to analyze data and draw insights to inform decision-making and system optimizations.
• Strong attention to detail and commitment to maintaining system integrity.
• Eagerness to learn new tools and systems with a focus on continuous improvement.
• Excellent communication skills, with the ability to clearly explain technical issues and solutions to both technical and non-technical audiences.
• A collaborative mindset and comfort working cross-functionally with different teams.
• Ability to manage multiple tasks in a fast-paced, dynamic environment.
• Entry-level to early-career experience in operations, customer success, or a related field.
• A scrappy, “get things done” mentality

Nice-to-haves:

• Gainsight Administrator (Level 3) Certification preferred (but not required)
• 2+ years in a start-up or hyper-growth company experience a plus

#LI-Remote#LI-LB1#BI-Remote
The base pay range for this position is $70,000- $100,000.  Compensation is not limited to base salary. FloQast values our Total Rewards, and offers a competitive and elaborate Benefits Package including, but not limited to, Medical, Dental, Vision, Family Forming benefits, Life & Disability Insurance, Unlimited Vacation, and participation in our Employee Stock Program. FloQast reserves the right to amend, change, alter, and revise pay ranges and benefits offerings at any time. All applicants acknowledge that by applying to this position you understand that this specific pay range is contingent upon meeting the qualifications and requirements of the role, and for the successful completion of the interview selection and process. It is at the Company's discretion to determine what pay is provided to a candidate within the range associated with the role.
About FloQast    www.floqast.comFloQast is the leader in accounting workflow automation created by accountants for accountants. By automating and modernizing everyday accounting workflows, FloQast enables accountants to work better together and perform their tasks with greater efficiency and accuracy. The cloud-based, AI-enhanced software is trusted by more than 3,000 accounting teams, including those at Snowflake, Kodiak, Instacart, Zoom, and The Golden State Warriors - and still growing! We aspire to forever elevate accounting and improve both the practice and perceptions of the profession.
Our values serve as a compass that guides our decisions and are considered non-negotiable, especially when it comes to hiring. Together with our employees, partners, and customers, we live these values every day.
Unwaveringly Authentic Ambitious with IntegrityEmpowered to GrowCommitted to CollaborationCustomer Obsessed in All Ways
Here’s Why You Should Apply:Amazing Benefits - FloQast pays the majority of the premium for employees and families, and even provides 100% paid options for Medical, Dental, & Vision plans.
Competitive Compensation & Stock Options
FloQast is regularly rated as a Best Place to Work!- Inc. Magazine’s Best Workplaces in 2024, 2023, 2022, and 2021- Best Places to Work by LA Business Journal since 2017 (that’s 7 years!)- Built In’s ​​Best Place to Work in Los Angeles 5 years in a row!
Professional Growth & Community - We believe community extends through and beyond the office. We have Employee Resource Groups, community volunteer opportunities, social events, DEI initiatives, and reimbursements for professional development relevant to your role. 
Work-Life Balance - We have unlimited PTO along with a generous parental leave policy.  To top it off, we have Mental Health Days, where the company closes to allow employees to unplug, relax, and recharge (we know Zoom fatigue is a real thing!)
Employee Choice Policy - Employees can work from home and also have the option to work in a FloQast office or maintain a hybrid work schedule. 
Our customers love us! See for yourself on G2 Crowd. 
FloQast, Inc is committed to operating fair and unbiased recruitment procedures allowing all applicants an equal opportunity for employment, free from discrimination on the basis of religion, race, sex, age, sexual orientation, disability, color, ethnic or national origin, or any other classification as may be protected by applicable law. We aim to recruit the right people for the jobs we have to offer, and to assess applications on the basis of relevant skills, education, and experience. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and strive to provide a professional and welcoming workplace for all employees.

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