Client Success Analyst

About Drips

Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That’s why we’re the platform of choice for some of the world’s most recognizable enterprises.

Drips’ focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team.

However, we’re more than just a high-growth company; we’re also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career — we want to talk with you!

Job Overview

The Client Success Analyst is a critical component of the Client Success team, living in the critical details of our clients’ Drips campaigns. The ideal candidate for this intermediate-level to mid-level role is determined to help clients achieve and surpass the success metrics laid out for each campaign. They are responsible for reviewing daily, weekly, and monthly performance trends to identify performance issues to remedy or think up creative solutions to optimize a campaign. For optimizations, they will identify A/B tests and align with the client and Client Success Manager to run and then manages implementation and results. A Client Success Analyst must be able to wear many hats as they move from analyzing performance data into summarizing it and implementing performance optimizations. In addition, the CIM must execute these job responsibilities within the framework of Drips Core Values. Additional duties and responsibilities as assigned.

Duties/Responsibilities

The Client Success Analyst role can be broken down into two key areas. Those key areas and the related responsibilities include:

Project Performance Analysis

• Become an expert at the inner workings of a Drips campaign – how it is set up in the Drips platform and the key pieces of the campaign to analyze on a regular basis. Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends.
• Review daily, weekly, and monthly performance against success metrics defined for each campaign. Dig into areas of poor performance to resolve issues or identify improvement opportunities, including opportunities for A/B tests.
• Provide operational support to the Client Success team by applying product knowledge and problem-solving skills to drive success of campaigns, address reported issues, and answer requests.
• Partner with Client Success Manager to deliver performance reporting for client campaigns. Create supplemental performance reports to provide detail supporting recurring performance reviews (weekly, biweekly, monthly, quarterly depending on client profile).
• Utilize Salesforce Cases to communicate campaign design requirements to Production team for setup. When setup is complete, test prior to launch, then analyze initial performance.

Cross-Functional Effectiveness

• Operate in a cross-functional team supporting a shared set of clients. On a regular basis, a Client Success Analyst will collaborate with a Client Success Manager, Project Manager, and Account Manager. They will also be responsible for collaborating with Production team members for campaign setup and testing.
• Ensure relevant client documentation related to performance and troubleshooting is produced and maintained in appropriate systems for internal and external use.
• Actively use key internal systems (Salesforce, Tableau, HelpJuice) to manage, monitor and document client account information and performance.
• Work with team members to identify opportunities to further evolve, standardize and improve client success operations.

Profile for Success in this Role

• Friendly, flexible, and comfortable working with a variety of internal teams across Sales, Operations, and Product Development.
• Detail-oriented and committed to digging in deep to solve problems and overcome obstacles
• An articulate communicator who doesn’t shy away from a challenge.
• Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing.
• A positive can-do attitude in a culture that prides itself on the belief that we are stronger together.
• A team player with patience for ambiguity.
• Eager to contribute & not afraid to ask questions.

Required Skills

• Bachelor’s Degree or equivalent customer service or account management experience.
• 2-4 years of experience in a technical environment and/or as a relationship-building professional.
• Adept with Microsoft Office suite. Fast learner of software (Salesforce, Tableau).
• Experience or comfort with using Microsoft Teams and other messenger services to communicate.
• Comfortable translating complex ideas and issues to an uninformed audience.
• Ability to manage and support tasks and due dates for multiple clients at once.
• Strong organizational skills. Keen ability to pay attention to the details.
• Exceptional verbal and written skills.
• Must be a self-starter able to work with limited supervision.
• Ability to work independently as well as part of a team in a remote environment.

Preferred Skills

• Experience in affiliate marketing or lead generation space, marketing campaign management.
• Working knowledge of web-based SaaS products.
• Experience working in a growing tech company.
• Experience in a performance marketing environment
• Experience working with enterprise clientele.

Drips Core Values

Drips core values are central to how each employee executes their role daily and exceeds. Below are how we exceed in each core value

Lean – We find the right mix between administration and simply doing things. Over complicating tasks can add time without providing benefit, however just doing things without a plan can add time when course correction is required. To exceed, we finish work in a timely manner while reviewing to make sure we are striking the right balance between the two. Implementing streamlining methods to existing processes ensure we evolve and stay lean.

Passion – Expressing passion daily is the desire to do the job but evolving in the job to expand beyond the base role and taking on additional projects and roles to help teams outside your own while maintaining your individual workload. Understanding that all of the activities we take are to enable our clients, and thus Drips as a whole to be successful. Asking the question, “How is what I am doing today, enabling the success of my teammates and my clients”

Happiness – Finding the balance in both your personal and work life. Participating in group and team activities as you see fit but understanding that life is about more than just coming into the office daily. Drips has telecommute possibility available, overall wellness programs and additional benefits that assist. True enthusiasm for what we do is essential but comes from understanding the business overall and how we fit into it.

Improve – Never accepting the status quo and being entrenched in a process or workflow. Finding ways to streamline and innovate while bringing those improvements to leadership. Improvement also means understanding the anticipated benefit and it improves our daily working experience, your teammates and Drips Clients overall.

Team – We support and assist our teammates, even if it is outside of our typical duties. We take on additional projects for their added value whether they impact your day to day work or not. Being part of a team involves being in close contact every day, respecting each other and the work we do is essential however to exceed in Team, we move outside of our direct team, to the company team as a whole and understand how we impact everything and the value we provide.

** Must be currently living in the U.S. / are authorized to work in the U.S.

All opportunities are remote and employees are required to live and work in the United States. You will work with an amazing team to win some of the most critical Democratic campaigns of the election cycle. All full-time opportunities will receive a competitive benefits package to include, but not limited to: paid time off, insurance benefits, remote work/office stipend and wellness benefits.

Research Managers will manage all aspects of political opposition research including vetting, research book and memo writing, fact checking and copy editing at the highest levels of American political campaigns. Under the guidance of firm leadership, managers will also conduct professional relationship development, client management, and sales.

This is a full-time, exempt opportunity in a remote professional office environment. Candidates can expect night, weekend, and unconventional work hours. Candidates will need access to a secure and private work environment and reliable internet connection.

Great candidates have most of the following:

• Dedication to building a more progressive America and interest in the business of political consulting;
• Experience managing diverse teams in campaign research either with a consulting firm, a DC political committee, or directly with a campaign, or a similar environment;
  • Ideal candidates will have prior experience as opposition research or communications staff or in campaign management;
  • Commitment to managing with empathy, being an excellent teammate, and building a workplace that is representative of the diverse communities we want to support in our work;
• Strong written and verbal communication skills; are able to ask questions, pitch ideas, and give and receive feedback;
• Demonstrated initiative to work both independently and in collaboration with teams, balance multiple projects, and meet tight deadlines while remaining highly detail-oriented;
• Ability to write, edit, and fact-check with precision and on deadline during high-volume, fast-paced periods;
• Extensive experience with LexisNexis, public records requests, analyzing primary source documents, commonly-used research databases and other basic opposition research tasks;
• Digitally native and comfortable learning new softwares for communication, project management, and research. Bonus points for familiarity with Git, markdown, or Salesforce;
• Eagerness to be a part of a fast-growing firm with potential for pathways to ownership.

About Us

N&P is a minority-owned and a woman-owned small business. Allen Nesbitt started our business in 2005 and he is the first Black person to lead a Democratic opposition research firm in the United States. Allen Nesbitt and Cristina Parrinello are diverse researchers who are committed to encouraging and training future generations of diverse researchers. N&P is led by a diverse team: we are 44% people of color, 30% LGBTQ+, and our management team is 66% women.

Our mission is to make the world a more progressive, inclusive, and fair place and this begins with the internal functioning of our company. We strive to integrate cultural competency both within our work product and within our team. We aim to exceed the minimum non-discrimination policies by proactively recruiting from underrepresented communities via Historically Black Colleges and Universities and minority ethnic group-focused academic support organizations.

We strive to provide equal opportunity to all team members and future team members. We believe that extraordinary results stem from the broadest possible diversity of opinions and backgrounds. We provide equal opportunity to all employees and applicants without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity, disability, genetic information, marital status, or any other category provided by state or local laws.

Profile

The person who fills this role must be empathetic, data-driven, and decisive. This hire must be technically skilled and biased toward action, but also thoughtful in their approach. A willingness to curb assumptions and seek clarity is as important as the ability to push through ambiguity. As a manager, they must be nimble at delegating tasks and a thoughtful, clear communicator. They must have the ability to successfully manage projects that require strict prioritization or trade-offs.As the core of the organization, this hub facilitates change and growth through the right mix of business processes, deliverables, dashboards, and fierce internal conversations.

Work Narrative

Data integrity is the first of four core components of a successful enterprise. Operational data visibility, analytics, and interpretation is the focus of the data storytelling and visualization hub. The goal is to ensure that data is not a bottleneck to decision making, performance management, resource planning, goal setting. The data storytelling hub publishes an internal morning newspaper, Driving for Clarity, to help our internal owners build a data driven culture so that they can make reality based decisions on the delegation, allocation, and prioritization of resources. This hub works daily to ensure that internal owners have easy access to data and specific insights that help individuals successfully meet targets or manage up, down and across the enterprise.

As Operations & Analytics Lead you will contribute the creation of personalized content to inspire internal action and collapse silos. You will manage people, processes, technology, and systems to empower a data savvy approach to driving revenue. You will facilitate the flow of information to spark conversation and deliberate action. As a data storyteller you will communicating trends and use your fundraising skillset to find opportunities in the data to enhance revenue generation and reliability. Your work will ensure that internal owners can access the information and analyses they need to efficiently and effectively meet performance objectives and press send on deliverables.

The ideal candidate will have strong analytical and problem-solving skills; experience building workflows, automating processes and managing pipelines; and fluency creating high-visibility, relevant reports and dashboards.

Accountabilities

• Reporting and analysis: Develop and produce a suite of recurring reports (ie daily, weekly, monthly, quarterly and annual); identify patterns and trends and provide actionable insights that help internal owners get to the heart of the matter
• Data visualization: Produce compelling data visualizations and dashboards for executive-level review
• KPI development: Contribute to the development of objectives, key results and performance indicators, and enabling data collection and collation for data tracking
• Pipeline Management: Support relationships managers by defining, measuring, moves management and process development related to prospect and opportunity pipelines
• Process improvement: Design, codify and continuously improve data entry policies, data management processes, staff workflows, and other standards
• Accountability and Quality Management: Direct Data Specialists and Development and Finance Generalists, including hiring, training, mentoring, and performance management
• Data Migration, Integration, and Reconciliation Projects: Partner with clients to serve as embedded migration liaison and accountability manager for many softwares including Salesforce and Blackbaud.
• Financial reconciliation: Work with cashflow team to regularly reconcile gifts, pass-through gifts, soft-credit information, and ensure accuracy of funds
• Roadmap Management: Manage the development operations roadmap and playbook
• Data integrity: Develop and execute audit processes and oversee records management and data cleanup to ensure data accuracy
• Vendor management: Manage recurring projects with vendors, including mail houses, conversion page builders, designers, marketing automation specialists, copywriters, storytellers, digital organizers, creative directors, consultants, and other third-party partners to ensure successful and efficient systems releases, rollouts, pilots, integrations, and upgrades
• Performance Management: Define individual and team OKRs and KPIs and use technology to track, adjust and provide real-time visibility into agreed-upon performance metrics
• Business Composition: Develop, document and implement data models, workflow standards, and recurring procedures to support business processes
• Rigorous Critical Approach: Observation | Analysis | Inference | Communication | Complex problem-solving

Ideal Qualifications

• Progressive experience in sales or non-profit development operations
• Proficiency with bridging data gaps and synthesizing unclean and irregular data components
• Facility creating custom reports and dashboards using complex database queries, exports and imports
• Ability to use critical thinking and relentless investigative skills to persevere, navigate and analytically solve complex problems
• Immediate consideration for those that have experience with Salesforce, including Nonprofit Success Pack and Pardot, The Raiser’s Edge, or Luminate Online
• Familiarity with modern software development process – including configuration management, agile development life cycles, etc.

Ideal candidates have experience with one or more of the following:

• Designing data visualizations using Tableau, LucidChart, or other business intelligence tools
• Manipulating large datasets using Microsoft Excel
• Building predictive models, automating analysis, and machine learning algorithms skill is a plus

Cause Concierge is a private experiential consulting collective serving executive leaders. Cause Concierge leverages its innovations to advance enterprise risk technology solutions for professional firms serving cause organizations. You will use your skillset to offer insights at the drawing board and produce written deliverables. We are a fully remote team and welcome applicants for this work from any location for hourly contract work. Your rate per hour
depending on value added and client need.