Client Success Operations Analyst

As Client Success Operations Analyst you'll play an integral role in supporting the Client Success and Account Management teams by owning reporting and insights, systems administration, process improvements, and documentation. You will be responsible for establishing and presenting KPIs while focusing on customer retention, expansion, and adoption. You will collaborate with Client Success Partners, Managers, and Senior leadership as well as cross-functional teams across the organization.

This role is a part of our Revenue Operations team and will report to the Sr. Director, Sales Operations.

In this role, you'll be responsible for:

• Developing key performance and leading indicators to provide insights into post-sale metrics including, but not limited to, renewals, upsells, business reviews, activities, customer health, customer risk, and product adoption
• Monitoring trends across client base and share findings with leadership
• Assisting with forecasting, team coverage, territory planning, and account moves
• Preparing reporting, dashboards, and visual presentations in excel, Tableau, and PowerPoint in a simple format to share findings with the revenue organization
• Working closely with the Data Analytics team to refine and publish Tableau reports
• Partnering with Revenue leadership, Operations, Product, and Development teams to identify opportunities for process improvement and client satisfaction
• Supporting the hygiene and administration of Salesforce and ChurnZero
• Standardizing and streamlining processes within our systems and reporting
• Documenting policies and processes while becoming the subject matter expert
• Performing ad hoc analysis and requests

For this role, we're requiring:

Knowledge, Skills, Abilities

• Strong analytical skills with advanced knowledge of Excel, SQL, and visualization tools (Tableau, Power BI, ect.)
• Familiar with the methodologies and practices of Customer Success and Account Management teams in SaaS environment
• Excellent communication skills with the ability to simplify complex information into terms that are easily consumed and acted upon
• Strong self-starter and results-driven individual.

Education, Experience

• Bachelor's Degree in Business, Finance, or related field, MBA preferred. Equivalent experience can be substituted in lieu of education
• 2+ years' experience in sales/revenue operations in a SaaS environment
• Experience documenting and analyzing processes, procedures, and/or policies
• Experience with Salesforce and client success management systems
• Experience with Tableau or similar visualization tools

Compensation

Base salary/pay of $70,000 - $100,000 per year, plus 10% annual bonus at 100% of plan targets tied to company and individual performance. Offer will depend on location and level of job-related knowledge, skills, abilities and experience.