Customer Success Operations Analyst

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Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. 💙

So what are you waiting for? Apply today! Join 900+ global Docebians and change the way people learn. 

Are you ready to be a part of the learning revolution? 🚀

About This Opportunity:

As a Customer Success Operations Analyst for Qualtrics, Totango, and Kantata, you'll work closely with our CX Leadership and occasionally engage with senior leaders. Your role will focus on system administration expertise, data integrity within the systems and building cross-functional partnerships. Besides extracting and analyzing backend data, you'll also optimize and update workflows in each system, presenting clear and concise findings to guide decision-making.

Location: Toronto, Ontario (Hybrid)

Reports To: Customer Lifecycle Operations Manager

Responsibilities:

• Collaborating with CX leadership, understanding their objectives and requirements for the systems.
• Apply best practices to each system to maximize efficiency, data quality, and user satisfaction.
• Collaborate with IT and BI teams to ensure seamless integration between the tools and other platforms, such as Salesforce and Tableau.
• Support teams in their initiatives and projects that leverage the tools.
• Diving deep into backend data, extracting valuable information to aid in our day-to-day operations and strategic decisions.
• Optimizing workflows within Qualtrics, Totango, and Kantata, ensuring they are efficient and meet the needs of our users.
• Offering support and guidance to teams and individuals seeking to make the best use of our systems.
• Staying updated on new features or changes in Qualtrics, Totango, and Kantata to ensure we're always using them to their full potential.

Requirements:

• 2+ years of experience managing complex CX systems or equivalent relevant experience
• You thrive in a dynamic environment, collaborating with various teams and occasionally engaging with senior leadership.
• You have a knack for diving deep into backend data, extracting valuable insights, and translating them into actionable business strategies.
• You're passionate about optimizing workflows and processes, ensuring they align with business needs and offer maximum efficiency.
• Building and maintaining cross-functional relationships comes naturally to you, understanding that collaboration is key to getting the most out of any system.
• You're always looking for ways to improve and adapt, staying updated with new features and changes in tools like Qualtrics, Totango, and Kantata.
• Training and guiding teams on best practices and system usage is something you enjoy.
• You're proactive, foreseeing potential challenges and addressing them before they become problems.

Preferred Requirements:

• Familiarity with CRMs and similar tools is a plus.
• Knowledge of the LMS industry and its surrounding will be a plus

Benefits & Perks 😍

-Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you

-Employee Share Purchase Plan

-Career progression/internal mobility opportunities

-Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)

-WeWork partnership and “Work from Anywhere” program

Hybrid Office Model 🏢

We believe when people are together, they develop deeper relationships and accelerate innovation. Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee’s needs. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.

About Docebo 💙

Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.

Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do - Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. Apply today!

Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.

Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations

(at) docebo.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.