Senior Analyst supporting Implementation Solutions Group at Callan, conducting due diligence, benchmarking, and research on investment solutions. Collaborating with teams to enhance operational efficiencies and client outcomes.
About the role
- Technical Architect overseeing Customer Success operations aiming for efficiency and value creation. Focused on creating and optimizing automated processes for customer journeys at Cortex.
Responsibilities
- Design and keep up to date all documentation for customer journeys and internal Customer Success (CS) processes.
- Develop, implement, and maintain all automation flows (playbooks, triggers, alerts, and Health Scores) for the three service streams: Acquisition, Engagement, and Legacy.
- Configure and manage knowledge snippets, in-app guides, and checklists that support the customer journey, ensuring alignment with Vitally flows.
- Continuously refine customer health metrics, adjusting weights and triggers so they accurately reflect customer success at each stage of the lifecycle.
- Ensure correct integration and data flow across the CS ecosystem tools, guaranteeing a single, reliable view of the customer.
- Monitor the performance of automations and processes, identify bottlenecks, and propose continuous improvements to increase team efficiency and the effectiveness of the service streams.
Requirements
- Proven experience in Customer Success Operations (CS Ops), Revenue Operations (RevOps), or process/project areas focused on Customer Success.
- Hands-on experience administering CS platforms (e.g., Vitally, Gainsight, Totango, Sensedata) and Product Engagement platforms (e.g., Pendo, Appcues, WalkMe).
- Exceptional ability to map complex systems, understand conditional logic (if/then/else), and design efficient workflows.
- Ability to analyze health and engagement data to optimize metrics (such as Health Score) and identify failure points or opportunities.
- Methodical approach with a strong emphasis on clear documentation and process organization.
- Plus: Knowledge of system integrations (basic APIs).
- Experience with HubSpot or other market CRM.
- Previous experience structuring Tech-Touch customer journeys.
- Basic knowledge of SQL for data analysis.
Benefits
- Meal and food allowance.
- Gympass/TotalPass membership.
- Vittude (mental health support).
- Home-office allowance.
- Health insurance and dental plan (dental optional).
- Childcare assistance (for children up to 6 years old).
- Extended maternity, paternity, and adoptive leave (#allfamiliesmatter).
- Life insurance.
- Birthday day off (one day off to take on your birthday or during the birthday month).
- Family Day (one day off for parents to take between May and August to enjoy as they wish).
- Mental Break (a consecutive week off in December to rest and recharge).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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