Customer Operations Analyst
Company Description
insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!
Job Description
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
Qualifications
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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insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)
Background checks are required for employment with insightsoftware, where permitted by country, state/province.
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.