Systems Analyst, Customer Operations
Core
Bridge business needs and technical solutions to optimize AI applications and workflows for Customer Success and Support teams, improving operational efficiency and customer experience.
Role type
Customer Operations Systems Analyst (AI & Automation focus)
Builds
Logical workflows, solution blueprints, and reporting on automation impact for Customer Success core systems.
Domain
Healthcare technology / Customer Success operations / AI & Automation
Deliverable
production ML models | product features | dashboards & analysis
Required skills
AI workflow optimization, Salesforce automation, process design, cross-functional collaboration, bug triage, technology roadmap execution, emerging tech identification
Preferred skills
Gainsight, Forethought, CXone familiarity, Salesforce administration certification
Technologies
Salesforce, Gainsight, CXone, Forethought
Responsibilities
Configure and optimize Forethought AI workflows for self-service and case deflection; Design conversational support flows and analyze automation performance metrics; Collaborate with stakeholders to transform business requirements into technical solution designs; Develop reporting on automation impact including deflection rates and agent time saved; Isolate and resolve bugs/issues; Execute technology roadmaps and identify emerging tech solutions
Seniority
Mid-level, hands-on IC