Customer Solutions Operations Analyst

Customer Solutions Operations Analyst

Requirements

• Proven track record with 3+ years of experience working in a customer success/solutions operations role, Sales or Revenue Operations, or relevant consulting, finance, or other analytical roles.
• Ability to deliver actionable analysis and recommendations with minimal supervision.
• Experience successfully managing cross-functional relationships and competing priorities which contribute to team performance and business goals.
• Proven ability to design and implement innovative programs, processes, practices or methodology across the customer solutions ecosystem (Success, Sales Engineering, and Professional Services)
• Excellent communication, presentation, and interpersonal skills, including experience in high-level business discussions with executives.
• Analytical mindset with proficiency in data analysis and performance metrics.
• A high sense of urgency to get things done quickly and ability to thrive in high-growth, fast-paced environments dealing with ambiguous and often complex problems.
• Experience using Salesforce CRM

Responsibilities

• Partner with Customer Solutions leadership on their top operational initiatives and own driving them to completion.
• Provide project management and manage day-to-day CS operations tasks.
• Measure the effectiveness of the Solutions team via operational metrics and share insights and actions with the leadership team.
• Collaborate with leadership to assess team needs. Provide qualitative and quantitative inputs to inform recommendations and build process improvements.
• Document existing and new processes in a centralized location to ensure internal consistency and internal adoption of best practices.
• Provide constructive feedback on ideas and proposals, identifying areas for improvement and collaboration.
• Become an expert at customizing & managing our Vitally instance to meet Solutions team tracking & reporting needs.
• Partner with Customer Solutions leaders to create improved customer engagements to drive product adoption and customer outcome.
• Collaborate with stakeholders to design and build internal processes, playbooks, and models that optimize our Solutions team.
• Analyze performance, identify process gaps, and highlight customer challenges, and create and execute plans to address these improvement opportunities.
• Build a world-class customer success toolkit that enables our team to maximize performance with standardized processes and plays for customer engagements.
• Develop a deep understanding of the core metrics for the Solutions team and manage the related data with the goal of driving insights to actions.
• Monitor dashboards and work with data science & analytics teams to understand customer success metrics and communicate actionable insights to CS leaders.
• Ensure data quality across various systems and flag areas for improvement.
• Track leading indicators of customer health and renewal, providing insights into areas of strength and opportunity.

Preferred Qualifications

• Experience working in a SaaS, AI, or technology-driven environment is preferred.
• It is a plus if you have experience using Vitally, and/or Tableau