Customer Success Operations Analyst (CS Ops Analyst)

CallMiner is seeking a CS Operations Analyst to join our Customer Operations within the Customer Success Team. Those fulfilling this role are responsible for reviewing Solution Design documents and Scoping Summaries as well as drafting and reviewing Quotations and Legal Contracts. The primary focus of the Operations Analyst is to accelerate the presale phase for which requests are converted to requirements as an executable order and finalized via the Contract review process. In addition, the Operations Analyst is instrumental in driving process improvement and coordinating initiatives as assigned.

Primary Responsibilities

• Work in a fast-paced environment to effectively prioritize and create and/or review a high volume of executable customer orders (contracts) and budgetary quotes.
• Collaborate with internal team members to promptly review Solution Design documents and Scoping Summaries (pre-contract creation) and to share concise feedback.
• Leverage product-based training and prior examples to guide reviews, looking for inconsistencies and suggesting alternative language where applicable.
• Apply standard guidelines to contract reviews and compile boilerplate language for reuse.
• Collaborate internally to define and implement cross-functional processes to improve efficiencies with Solution Design and Contract management flows.
• Identify trends across Solution Design documents, Scoping Summaries and Contracts and offer process improvements to enable greater repeatability and scalability.
• Develop proficiency with applicable tools and system(s) to support contract uploads and/or reviews within the Contract Management flow.
• Serve as a backup to other CS Ops Analyst(s), to the Deal Desk Analyst and to the Renewal Manager.

As assigned…

• Develop system expertise and serve as Customer Success liaison for systems that facilitate onboarding and enable account management activities (Confluence, Gainsight, JIRA, PowerBI, Salesforce).
• Document Customer Success processes and procedures and provide training and enablement for assigned systems and processes.
• Provide data and trend analysis to drive data-based decisions and process improvements.

Required Skills

• An associate’s or bachelor’s degree in technical or business discipline or equivalent work experience.
• 2+ years of experience in drafting Quotations or Contracts.
• Has experience reviewing Statements of Work (SOWs) or Contracts and demonstrates exceptional attention to detail.
• Communicates effectively with peers and demonstrates a proven track record of effectively interfacing with cross-functional departments.
• Is assertive and possesses effective communication skills.
• Exhibits confidence to work under pressure, to communicate effectively with senior leaders and to drive team members to committed dates.
• Exercises good judgment in orchestrating activities, in assessing priorities and in making decisions.
• Maintains a data driven approach and drives toward continual improvement.

Preferred Skills

• A Bachelor’s degree.
• Proficiency with contract management systems (such as Ironclad).
• Proficiency with CPQ tools (such as Dealhub).
• Proficiency with JIRA and Confluence.

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth, and transformational change. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel, and hospitality, and more.

CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2024 Top Place to Work by the Boston Globe.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO including an annual volunteer day, paid maternity, parental leave and more.

We are an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.