Customer Operations Analyst

We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details. The ideal candidate will possess deep expertise in business processes across the customer lifecycle and strong analytical skills with the ability to influence decision-making.

The ideal candidate will lead and design executive level business reports to track the team’s execution on Retention KPIs to enable data-driven decision making and promote strategic business planning. She/he/they will be the key facilitator for tracking the team’s progress against its main goals and you will become a key focal point for building and improving key business processes.

Responsibilities

• Lead the analysis and development of the team’s KPIs to accurately track Customer Success, and team’s performance and execution
• Initiate, own, and design executive level business reports for the Customer Success organization. Includes reporting on retention (achieved and forecasted), customer health, and churn reasons.
• Improve existing internal processes and create new process that improve the team’s work, efficiency and management
• Collaborate with our Business Systems team to enhance source systems (i.e. Salesforce) to allow data to be captured and extracted in meaningful ways
• Work cross-functionally with other departments to define processes that improve efficiency, performance management and client satisfaction
• Proactively learn about industry best practices, bring new ideas to the Customer Success organization about how to drive growth and customer outcomes
• Collaborate with various teams such as Finance, BI, Product, and Operations to generate a holistic picture of our performance
• Support CS leadership with ad-hoc, cross-functional projects as needed

Requirements

To perform the job successfully, an individual should demonstrate the following competencies:

• Drive & Discipline – ability to focus and work hard to achieve the right results
• Analytical – ability to consume and make business sense of large amounts of data
• Integrity – high ethical standards and doing the right thing even when others aren’t looking
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems
• Detail-orientation – be thorough and consistently deliver high quality work

Qualifications

• 2+ years experience in a business analytical role, ideally in Business Operations / Sales Operations
• Strong business acumen and interpersonal skills
• Experience with Customer Success Retention reporting, common KPIs, and analytics
• 1+ years Salesforce experience (required)
• Superb Excel skills
• Highly analytical and data driven
• Comprehensive project management skills - organized, collaborative, and commutative problem solver
• Proactive, resourceful, and adaptable - someone who thrives in an autonomous and continuously evolving work environment
• Knowledge of Totango, SFDC CPQ, PowerBI and other related tools a plus

Additional information

All your information will be kept confidential according to EEO guidelines.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

** At this time insightsoftware is not able to offer employment sponsorship **

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** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the country where the position is located. **

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At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.