Claroty-Customer Success Operations Analyst

  • Claroty
  • United States
  • Full-time
About The Position

Claroty is the industrial cybersecurity company. Trusted by the world’s largest enterprises, we help our customers reveal, protect, and manage their OT, IoT, and IIoT assets. Our comprehensive platform connects with customers’ existing infrastructure while providing cybersecurity controls for visibility, threat detection, risk and vulnerability management, and secure remote access inside of Industrial Control and Healthcare systems.

Claroty is backed and adopted by the leading industrial automation vendors – Rockwell Automation, Siemens, and Schneider Electric – with an expansive partner ecosystem and award-winning research team. A Team8 company, Claroty is headquartered in New York City, with employees in Europe, Asia-Pacific, Latin America, and Tel Aviv. Our investors include the world’s leading cybersecurity and technology venture capital firms, including Bessemer Venture Partners, Softbank, and Temasek Holdings. Claroty has received $635M in funding, the largest ever in the Industrial Cybersecurity sector.

At Claroty, we are looking to hire individuals that share our core values of being people first, maintaining our customer obsession, and striving for excellence, and integrity above all.

Claroty is an equal opportunity employer and is committed to fostering a diverse and inclusive work environment for all. We encourage applications from candidates of ALL diverse backgrounds, and special accommodations are available upon request in all phases of the selection

We are looking for an exceptional and hardworking Customer Success Operations Analyst to join our growing team of the most outstanding and creative minds in industrial cybersecurity. 

RESPONSIBILITIES

  • Drive productivity, consistency, efficiency, and scale across CS
  • Build and Manage the operational infrastructure needed to scale (processes, tools, reporting, and new initiatives)
  • Collaborate with CS Leadership on customer segmentation strategy, account assignments and maintenance, delivery backlog, and data hygiene for customer health & revenue tracking.
  • Develop and manage CS renewal and churn forecasting and results management process to deliver on and improve KPIs (partnering with leadership)
  • Develop territory or specialization planning for CS reps based on the growing needs of the business
  • Implement, Develop, & Maintain our Customer Success platform, ChurnZero
  • Develop ongoing customer experience Journeys and enablement for the Global Customer Success team
  • Build, establish, and consistently improve health scoring methodologies and delivery mechanisms
  • Analyze retention data metrics and prepare dashboards for executive leadership presentations
  • Drive all operations around our Net Promoter Score programs, data, and reporting
  • Determine the timing and content of touchpoints for all client-facing teams along the customer journey, to drive optimal adoption and client experience
  • Ongoing communication, enablement, and governance of existing and new processes that impact the CS organization, our customers, and our cross-functional partners (sales, product, marketing).
Requirements:

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