Customer Operations Analyst

Jd Is As Following:

AI & Automation Strategy

• Identify opportunities to integrate AI and automation into CSM workflows (e.g., CRM updates, customer health monitoring, renewal nudges).
• Partner with cross-functional teams (Product, Engineering, Ops) to pilot and scale automation tools.

Csm Enablement

• Educate and train CSMs on AI tools and best practices to improve efficiency and customer outcomes.
• Develop playbooks and frameworks for AI-assisted customer engagement.

Tool Evaluation & Implementation

• Evaluate emerging AI platforms and automation tools for relevance and impact.
• Lead implementation and change management efforts for new technologies.

Totango Expertise

• Leverage Totango to build and optimize SuccessPlays, segments, and campaigns that drive proactive customer engagement.
• Serve as the internal Totango SME, ensuring CSMs are maximizing the platform’s capabilities.
• Collaborate with CS Ops to maintain data integrity and reporting accuracy within Totango.

Data-Driven Insights

• Collaborate with analytics teams to surface actionable insights from customer data.
• Use AI to predict churn, expansion opportunities, and customer sentiment.

Innovation Leadership

• Stay ahead of trends in AI, automation, and customer success technology.
• Act as an internal evangelist for digital transformation within the CS org.

Qualifications

Minimum:

• Ability to quickly establish rapport with functional teams up to and including Senior Leadership 

• Strong Documentation Skills

Preferred:

Education/Experience

Minimum:

Preferred:

• 3-5 Years of experience in related function 
• Bachelor's degree in Business, Information Technology, or equivalent experience 

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US.  CDK may offer employer visa sponsorship to applicants.