Customer Operations Analyst

Do work that matters.   

At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.  

Our core values drive us in our important mission of keeping people safe & informed:    

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays off

As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!    

The Customer Operations Analyst oversees the day-to-day operation of all customer-facing tools and processes, which are critical to the customer success, support, and services functions. This role coordinates with key stakeholders to define process requirements and customize all customer-related tools—such as Salesforce, Zendesk, and Gainsight—to achieve business goals and enable users to get the most out of the technology. Using your problem-solving skills, technical aptitude, and cross-functional relationships, this role acts as the lead resource for managing requests, troubleshooting, and driving advancement and adoption of critical tools. As we build toward an AI-first Customer Operations team, this role partners closely with our AI & Automation Analyst to keep the data behind every report, workflow, and automation clean, well-defined, and trustworthy, and uses AI tools to work faster without sacrificing accuracy.    

Who you are:   

You are data-savvy, excited to dig into data, and always looking for ways to improve our current processes. You are a go-getter, analytical, resourceful, and a natural problem solver. You can establish rapport and gain situational awareness quickly within our cross-functional teams. You are precise and exceptionally detail-oriented: you check your own work before anyone else has to, and you'd rather catch the edge case than explain it later. You learn new systems fast, you're curious about how AI and automation can take repetitive work off the team's plate, and you thrive in the fast-paced nature of a company in a rapid growth phase. Previous Sales/Customer Success/Account Management and/or Operations experience with an affinity for technology, data, and process would be beneficial.    

What you get to do every day:   

• Ensure a high level of data integrity throughout Customer Operations systems, the foundation for reliable reporting, automation, and AI, through routine audits, reconciliations, and QA checks   
• Empower the customer success organization by developing reports and dashboards in Gainsight, and Salesforce   
• Work with enablement to train employees on new processes, features, and system functionality   
• Work cross functionally with Customer Marketing and Marketing Operations on customer email campaigns and reporting   
• Maintain cross-platform functionality, troubleshoot, and respond to issues in a timely manner through email, Slack, and internal ticketing system   
• Analyze retention and product usage data to provide actionable insights that are accurate, reproducible, and clearly explained   
• Use AI tools (e.g., LLMs and the AI features in Gainsight and Zendesk) to speed up analysis, documentation, and troubleshooting, and validate every output before it reaches a stakeholder 
• Partner with the AI & Automation Analyst to spot repetitive manual work and automate it with tools like Zapier, Clay, Gainsight Rules Engine, and Salesforce Flows, then monitor those automations so they keep running cleanly 
• Become an expert in our current internal systems (Gainsight, Zendesk, Salesforce, Marketo, Gong, Outreach, Clay, Zapier) while taking responsibility for recurring tasks  
• Develop new and maintain existing functionality in Gainsight, including configuring C360, timeline, playbooks, success plans, reports, dashboards, CTAs  
• Maintain and update documentation while making suggestions for improvements to standardize and simplify Customer Success processes  

What you bring to the role:   

• Bachelor’s degree or equivalent work experience   
• Gainsight and/or Salesforce power user or administrative experience   
• Exceptional attention to detail and a precision-first approach to QA: you validate data and test changes before they go live  
• Strong analytical skills and advanced proficiency in Microsoft Excel (XLOOKUP, pivot tables, data cleanup); SQL or SOQL experience a plus.    
• Technically savvy and preferably have experience with cross-channel systems including understanding of object-oriented concepts and fundamentals of logic (IFs, ANDs, and ORs) preferred   
• Roll-up-your-sleeves approach with a willingness to research solutions and trouble shoot complex issues   
• Thrive in a fast-paced environment and able to adapt quickly to change   
• A fast learner who picks up new tools and technologies quickly, including hands-on use of AI tools (ChatGPT, Claude, Copilot, or similar) at work, with the judgment to know when their output needs a second look 
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately   
• Strong business acumen to ensure we are asking the right questions from the requestor in order to deliver reporting or analysis that adds value   
• Ensure stakeholder satisfaction by developing strong relationships with customer success, expand sales, and leadership   
• Based in Austin, TX and desire to join us in our beautiful downtown Austin headquarters to collaborate ~4 times a week 

What sets you apart: 

• Gainsight and/or Salesforce admin experience 
• Experience with workflow automation or data tools (Zapier, Clay, Data Loader, or Salesforce Inspector) 
• Familiarity with SQL, SOQL, or a scripting language 
• Experience preparing clean, well-structured data for AI or automation use cases 

 Why you’ll love working at AlertMedia:   

• Competitive base salary + Company-wide bonus program   
• Generous and flexible time off and parental leave policies   
• Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees! 
• 401K with a generous company match   
• Amazing rewards and incentives – we love celebrating each other!   
• Commitment to community service with opportunities to give back    
• A Best Places to Work company 10 years in a row and numerous other awards   
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails   
• Ongoing career development opportunities with our Learning and Development team 

Sponsorship: This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future. 

Identity Verification: To protect our candidates and our company from hiring fraud, finalists may be asked to complete an identity verification and present valid government-issued identification before or during the hiring process. By applying, you acknowledge that all interviews and assessments must be completed by you and not by another individual acting on your behalf. 

Why this role matters:  
Our customers rely on us to help them keep their people safe and their business running. When we get it right, a response that used to take a dozen manual steps and several anxious people happens quickly and correctly — and a team gets to focus on the situation instead of the software. 
 
We are looking for someone who wants to build on that and make it possible for many more teams to respond well under pressure. If that is the mission you want to spend your time on, we would like to talk with you. 

About AlertMedia:    

We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.   

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.     

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.      

Come join us in our mission to save lives and minimize loss through effective communication.      

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/