Description:

The Customer Success Systems and Data Analyst will be a crucial member of the Customer Success team at Magnet Forensics, focusing on the management and coordination of the Gainsight environment.
This role involves data analysis, KPI and metric management, and coordinating ongoing customer success projects to drive customer satisfaction, engagement, and retention.
The analyst will report to the Customer Success Operations Manager and work closely with the Gainsight Administrator to ensure seamless execution of customer success programs and workflows.
Responsibilities include managing and optimizing Gainsight for accurate tracking of customer health scores and engagement metrics, creating reports and dashboards for real-time insights, and implementing automated workflows.
The role also requires using data analytics to track customer behavior and product usage, building KPI tracking systems, and collaborating with internal teams for continuous process improvement.
The analyst will coordinate ongoing customer success projects, support strategic initiatives for improving customer experience, and develop comprehensive KPIs to track customer success efforts.
Additionally, the role involves identifying opportunities for process optimization and supporting the automation of key customer success processes.

Requirements:

Candidates must have proven experience in customer success operations, project management, or a related field, ideally within a SaaS or technology environment.
Strong experience with Gainsight is required, along with experience in Salesforce or a similar CRM.
The ability to analyze complex data and translate insights into actionable recommendations is essential, with experience in Power BI preferred.
Excellent project management skills are necessary, with the ability to handle multiple initiatives and prioritize effectively.
Strong communication skills are required to present data and insights to both technical and non-technical stakeholders.
Knowledge of customer success best practices and key metrics, including customer health scores, churn rates, and product adoption, is important.

The compensation range for this position is between CAD $87,200 and CAD $130,800, depending on qualifications, experience, and location.
Magnet Forensics offers generous time off policies to support work-life balance.
Competitive compensation is provided, along with volunteer opportunities and reward and recognition programs.
Employees can participate in employee committees and resource groups to foster community and inclusion.
Comprehensive healthcare and retirement benefits are included as part of the employment package.