Customer Success Analyst at AuditBoard

| Greater LA Area
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Who We Are

AuditBoard is a high-growth SaaS company in the financial technology space that is transforming the way organizations manage critical risk, audit and compliance initiatives. We believe in empowering enterprises to manage and control risk so that their businesses are able to thrive.

Designed by former chief audit executives, our enterprise cloud platform is purpose-built to automate and streamline activities in ways that align with how our thousands of users think and act daily. Clients range from pre-IPO organizations to Fortune 500 companies, including leading organizations such as WeWork, Activision Publishing, Lions Gate Entertainment Corp., TripAdvisor, Arthur J. Gallagher & Co. and Cox Communications, among many others.

Who We Are Looking For

As AuditBoard embarks on the next phase of growth, we are seeking a Customer Success Analyst to help fuel this expansion. The Customer Success Analyst will work on and own projects assigned to them each quarter.  The ideal candidate for this role is a strong problem solver, analytical thinker and can take an ambiguous task and solve it with minimal guidance.

You will work cross functionally with different teams to complete your projects and better streamline operational rigor across the department to set up the Customer Success team at AuditBoard for success. You will optimize systems, analyze data for trends, use data as predictive models for expected outcomes, create advanced reporting and dashboards, and automate workflow processes.

The Customer Success Analyst will have the opportunity to work with different teams that impact our clients at AuditBoard such as CSMs, Renewals, Onboarding, Support, Product and Account Management and the accountability to ensure data validity, trend spotting and strategic outcomes

Main Job Duties Include

  • Own and drive operational efforts to enhance business systems and processes for our organization that includes: Adoption, Expansion, and Renewals while reporting to the Director of Client Engagement
  • Analyze and Communicate data-centered Customer insights into how Clients are using the products and achieving value
  • Use data to inform all layers of the CSMs processes to assist in determining strategic direction. This includes the timing of Customer touchpoints to drive effective product adoption
  • Design, create and maintain playbook templates for the CSMs to leverage in their outreach efforts
  • Inform and manage most aspects of the platform roadmap and implement business processes
  • Provide data driven analysis to leadership as they work to refine core CS strategy for managing Customer Success infrastructure and systems including training on the platform
  • Inform and implement Customer segmentation, engagement models, and develop programs to determine root cause of Customer success and churn
  • Assist in onboarding of new CSMs including platform access and training
  • Prepare reporting and analytics for the Customer Success Team, Finance, and Executive leadership

Qualifications

  • Demonstrated expertise in data analytics
  • Excel power user
  • Familiarity with BI tools such as PowerBI and Tableau
  • Experience working with Salesforce.com
  • Experience working in and building Totango or other Customer Success platforms
  • Experience in a SaaS environment
  • 3+ years of experience within analytics/data science or a directly related field
  • PMP or CCSM Level 1 certification, or the ability to achieve within 60 days
  • Strong design and management of processes that will scale with the business
  • Knowledge of Customer journey mapping and developing Customer health metrics
  • Ability to problem solve complex Customer and operational issues
  • Clear communicator with all levels of management in a fast-paced environment

Why You’ll Love Life at AuditBoard

  • Free daily catered lunches
  • Stock options
  • Unlimited snacks and beverages in our kitchen
  • Free gym membership
  • Medical, dental, and vision coverage for full-time employees
  • 3 weeks of Paid Time Off and 10 holidays per year
  • 401k to save for your future
  • Fun company and team outings - Work Hard Play Hard!

This job can be fully remote

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • Twitter BootstrapLibraries
    • DjangoFrameworks
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    • Node.jsFrameworks
    • KubernetesFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • AmplitudeAnalytics
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    • Segment.ioAnalytics
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    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • PrincipleDesign
    • LucidchartDesign
    • AsanaManagement
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    • TrelloManagement
    • HubSpotCRM
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    • OutreachCRM
    • Google AnalyticsLead Gen
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    • ZoomInfoLead Gen
    • DiscoverOrgLead Gen

Location

El Segundo and Cerritos offices to attract talent from both LA and Orange County. Offering flexibility and decrease frustrating commutes.

An Insider's view of AuditBoard

What are some social events your company does?

AuditBoard has a culture committee that holds regular social events. Outdoor activities, charities, and happy hour are regularly planned. But also -- the Product team collaborates separately with Engineering, Design and QA to hold team events that are offsite and hilariously fun. Some examples are a trip to the mountains, escape rooms, and Knotts.

Mitch

Director of Product Management

What projects are you most excited about?

The two upcoming projects I'm most excited about are our Slack integration and the development of a public 3rd party developer API. With the release of both of these new initiatives, we'll be giving auditors and developers more powerful ways to interact with our platform.

Josh

Software Engineer

What makes someone successful on your team?

To be successful as a designer at AuditBoard, you need to be eager to learn and collaborate. Since our products focus on an industry that lacks great design, we love designers who can solve complex problems within a given system and be an advocate for the users.

Mac

Sr. Visual Designer

What unique initiatives do you have that encourage innovation?

We focus on the following to drive innovation:
- Engage and empower the entire team
- Hire for and build our culture around mentorship and letting the best ideas rise
- Intense focus on the customer and discovering/solving their problems

Hayes

Senior VP of Engineering

How do your team's ideas influence the company's direction?

As part of the Implementation Team, we hear directly from our customers what their needs are, what's working well and what could be improved. We understand their requirements and take that back to Engineering and/or Product to see what the best solution is. Customer feedback definitely plays a role in how we prioritize new releases and features.

Leann

Manager of Implementation

What are AuditBoard Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee, Women at AuditBoard and Allies
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
When we are back in the office, we provide free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Ping Pong. All-day, every day.
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Fitness Subsidies
Free gym membership
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
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