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, …