Prokeep is a software company that has developed the first and only communications and commerce platform built exclusively for the $100+ billion wholesale distribution market (i.e. plumbing, electrical, HVAC, etc.). We have assembled a team of employees, customers, and world-class investors to truly revolutionize how commerce is done in wholesale distribution. We envision a world where distributors use our tools to build deeper relationships, provide better service, and transact more easily with customers. We are post product, post revenue, and growing fast in the US and Canada.

Prokeep Values

Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win.

Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy.

Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships.

Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster!

Position Overview

Reporting to the VP of Revenue Operations, the Customer Success Operations Analyst will be responsible for supporting the operational aspects of our customer success initiatives. This role will involve analyzing data, identifying trends, and implementing strategies to enhance the efficiency, scale, and effectiveness of our customer success processes. The ideal candidate will have a strong analytical mindset, experience optimizing operational systems and processes, excellent communication skills, and a passion for driving positive customer outcomes.

Your Mission

• Analyze customer success data to identify key trends, insights, and areas for improvement.

• Develop and maintain reports and dashboards to track customer success metrics and KPIs.

• Collaborate with cross-functional teams to streamline processes and workflows related to customer onboarding, adoption, expansion, and retention.

• Assist in the design and implementation of customer success programs, initiatives, and campaigns to help us attain company goals.

• Conduct research and gather feedback from customers to understand their needs and preferences.

• Provide operational support to the customer success team, including documentation, training, and troubleshooting.

• Become an expert on our business data, process, systems, and our customers.

• Help build and document internal processes and playbooks to drive efficiency, scale, and effectiveness.

• Help review, design, implement, communicate, and train more efficient operational processes across the customer lifecycle.

• Instill oversight and governance within customer success processes and pipelines.

• Help Build and maintain scalable systems and processes in HubSpot, and other company systems, as an administrator for the Customer Success team.

• Identify, recommend, plan, and implement a new Customer Success Platform (as needed) to further drive efficiency, scale, and improved customer experience.

• Create/Update process and training documentation for the sales and customer success team.

• Assist in project management of select department initiatives and key company objectives.

Qualifications

• Bachelor’s degree in business administration, marketing, analytics, or related field.

• 2-5 years of proven experience building and designing automation methods or processes to drive efficiency managing and improving processes in a fast-paced environment.

• CRM Admin or HubSpot experience required.

• Experience with customer success platforms (ex: Gainsight, ChurnZero, etc.,) or CRM systems is a plus.

• Strong proficiency in Excel and data visualization tools such as Power BI, Tableau, and Salesforce preferred.

• Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.

• Detail-oriented with strong organization and time management skills.

• Ability to work independently and prioritize tasks in a fast-paced environment.

• Previous experience in Customer Success or SaaS Operations.

• Intermediate Microsoft Excel proficiency.

This is a full-time salaried position and may be performed remotely anywhere within the United States except the State of California. Prokeep offers generous health, vision, and dental benefits, life insurance, unlimited PTO, and equity in our fast-growing company.

• Competitive Compensation ($80-90K)

• Equity Package

• Health, Dental, Vision, Short & Long Term Disability, Life and AD&D, Employee Assistance Program (EAP), 401(k)

• Yearly Education Stipend

• Unlimited PTO