customer success Operations analystAvid Technology

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
The Avid Customer Operations Team's charter is to drive operational efficiency throughout the customer lifecycle to support the Customer Success, Customer Care, Learning Services, and Professional Services organizations. The four areas we focus on to accomplish this are Operations Management, Insights (analytics), Enablement (onboarding and training), and Tools (technology). We are seeking a driven, skillful, and enthusiastic Systems Administrator for our fast-paced Customer Success Operations team.
RESPONSIBILITIES AND DUTIES
The Operations Analyst's primary objective is to help drive overall efficiency and productivity with customer success. You will work closely with various cross-functional teams to drive ongoing optimization of the Gainsight platform and build processes and programs that create efficiency and scalability for the teams. This role has a direct impact to overall customer experience by ensuring that all CSMs have the tools and information they need to assure value realization for all Avid Customers.
Your main responsibilities:
Configure, deploy, and administer Avid's systems (including system configuration, reports, dashboards and workflows) in partnership with the business needs identified by the organization
Support current platform capabilities and play a key role in the introduction of new features and functionalities.
Adopt the mentality of continuous improvement to ensure the highest levels of customer service to end users
Monitor system performance and provide day-to-day end user support to all levels of the organization
Collaborate with Customer teams on the design of business rules that analyze customer data and trigger actions for the CS team to proactively engage with customers and enable our CS team
Coordinate and align with internal teams to configure and develop the platform to meet the needs of internal customers
Ensure consistent and accurate data flow between platforms
Manage the rollout of processes, including thoughtful timing
Make recommendations to improve effectiveness and efficiencies through development and adoption of best practices and standardized procedures
Create documentation on custom items, integrations, data sources and field mapping, etc.
Assist with training and change management efforts to optimize platform success across the company, including training end users and increasing user skills with the platform
Maintain expertise in Gainsight and other relevant software by staying up to date on new features, trends, and related technologies
QUALIFICATIONS & SKILLS
1 year of Gainsight administration experience (Gainsight Certified Administrator a plus)
Strong attention to detail, especially as it relates to change management and releases of system improvements/updates
Clear communicator with excellent written, verbal and listening skills
Ability to work independently and collaborate with multiple stakeholders while juggling multiple projects end-to-end
Proficient user of Microsoft Suite especially Excel and PowerPoint
Adaptability and capacity to work in fast-paced environments
Organized, self-motivated and a great team player
Experience with CRM, CSM and ERP systems preferred
High level of experience and comfort with both interpreting and developing analytics using Gainsight and excel
Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
About Avid
From the most prestigious, award-winning productions, to music and movies made at home, Avid creates the technology that people use to make the most listened to, most watched and most loved media in the world. The shows, commercials, and news programs you watch on TV. The entertaining video and film stories you see on the web and on the big screen. The personal audio and video treasures that people make at home to preserve their favorite moments in life. Our innovative digital audio and video solutions continue to revolutionize the art of creative storytelling. If you want to be part of this media industry and think you have what it takes to contribute to our customers' success through this opportunity, send us your credentials. To learn how Avid powers greater creators or for more information, visit .
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Avid Technology

Manila City, Metro Manila
Permanent
Full-time