Customer Success Technology Operations

At Tebra (and Kareo before it), I worked in the operational engine room of customer success for a healthcare-technology company: the Snowflake SQL behind customer-success metrics, the Salesforce and Gainsight configuration behind customer workflows, the Jira Service Desk processes behind support operations, and the custom reporting that let leadership see what was actually happening.

• Customer-success metrics and reporting built on Snowflake SQL — health, adoption, and operational measures consumed by CS leadership.
• Salesforce and Gainsight administration and reporting: the systems where customer reality is recorded, kept useful and trustworthy.
• Jira Service Desk workflow design and reporting for operational teams.
• Process improvement across the seams — the gaps between systems and teams where customer experience actually degrades.
• All of it in a regulated healthcare-data environment, with the data-handling discipline that implies.

This chapter is why I'm comfortable in the space between 'the data team' and 'the business': years of being the person who owned both the SQL and the stakeholder meeting. It's also where I learned that most reporting problems are process problems wearing a costume — a lesson that transfers to every domain I've worked in since.

• Snowflake SQL and custom reporting for customer-success metrics
• Salesforce, Gainsight, and Jira Service Desk administration and reporting
• Process improvement in a regulated healthcare-technology environment
• Technical/non-technical stakeholder translation as a daily practice