Betterworks is seeking an Operations Analyst to drive the growth of its recently launched Team Edition product line. In this role you will be responsible for supporting internal Team Edition related processes, managing the customer lifecycle, and other projects that are critical to ensuring quality service and operational performance of the Team Edition program.  You will develop a solid understanding of Team Edition customers and proactively identify service needs, support client success and capture support costs. In general, you’ll function as the business owner of this high growth product line. 


Responsibilities:

  • Set-up of initial/ renewal orders while gathering requirements for future automation
  • Managing the upsell lifecycle and process for team edition customers
  • Managing the customer renewal process, tracking subscriptions and completing system setup
  • Assisting in the customer onboarding process, sending welcome emails and updating licensing agreements
  • Managing customer-centric activities and responding to customer product inquiries, resolving customer concerns and providing technical product knowledge and expertise
  • Establishing a process for identifying churn risk based on usage status/NPS and other predictors
  • Troubleshooting problems with software applications and recommending corrective action
  • Documenting customer information and recurring technical issues to support product quality programs and product development
  • Partnering with our customer success Program Manager and Customer Success team on in-product and email engagement/nurture flows
  • Building and launch a process to fulfill international orders


Qualifications:

  • 2+ years in a customer operations role or similar online SaaS role
  • Demonstrable and proven experience retaining and expanding accounts
  • A track record of successfully working with cross-functional teams to drive process improvements
  • Extremely well organized and attentive to detail with an emphasis on setting clear priorities
  • Grounded in the tech industry or interested in diving in and learning quickly in a self-directed manner
  • Strong analytical and problem-solving skills
  • Thorough working knowledge of sales tools, including Salesforce.com
  • Bachelor's degree


Life at betterworks

  • Company Sponsored Commuting Costs (Train or Parking, etc., by location) 
  • Snacks, Drinks and Lunch Provided Daily
  • Flexible Paid Time Off, Paid Holidays and Paid Parental Leave
  • Quarterly Company Outings
  • Bi-weekly In-house Happy Hours
  • Vibrant company culture with frequent team building events
  • Competitive salary with stock options
  • betterworks teambuilder Employee Referral Program
  • bettercommunities Year-round Team Volunteer Opportunities 
  • Employee Education and Development Opportunities


About Betterworks

Betterworks® aligns, develops and activates your workforce for business growth. Through our easy-to-use, integrated software solutions and expertise, we help organizations replace outdated annual review processes with powerful Continuous Performance Management® programs that help managers be better at the conversations, coaching and development necessary to inspire and motivate the entire workforce to meet today's goals and be ready for tomorrow's challenges. Our solution supports truly global workforces, and is used daily by workers from more than 100 countries with localization support in more than 20 languages.

Follow Betterworks on Twitter or connect with us on LinkedIn

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to an inclusive and diverse betterworks. We believe that different perspectives lead to better ideas, and better ideas allow us to better understand the needs and interests of our diverse, global betterworks Community. We welcome people of different backgrounds, experiences, abilities and perspectives and are an equal opportunity employer.

 

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