Full-Time Senior Customer Success Operations Analyst

Senior Customer Success Operations Analyst (CSOA) will be responsible for collecting, preparing, maintaining, and analyzing data related to Customer Success operations.

Taking directions from key leadership, the CSOA will rely on team support & feedback while being independently accountable for delivering results.

The successful CSOA will demonstrate natural curiosity, technical proficiency to build & analyze KPIs, and offer insightful, consumable reports to a variety of audiences.

Accountable for accurate results, with a strong customer focus and keen attention to detail; the CSOA will adapt to fluctuations in assignments and prioritize tasks effectively.

1. Compile and analyze data from different systems and databases to provide meaningful analytics and KPI measurements to end-users.
2. Develop a solid understanding of the data, data collection systems, and reporting.
3. Suggest and implement solutions to optimize reporting and processes.
4. Identify and develop useful business analytics, interactive dashboards, and reports to improve business performance and revenue growth.
5. Actively engage in development and improvement of reports, data extracts, and analytics.
6. Partner with end-users to understand reporting requirements, provide insights, and support strategic goals.
7. Deliver reporting, data, and analysis to a variety of audiences, including executives.
8. Understand strategic objectives of key areas within the Customer Success team.
9. Evaluate existing processes to identify gaps and recommend improvements.
10. Design, develop, and evaluate recurring and ad-hoc reports/dashboards to monitor business and products, using best practices in data visualization tools like Power BI.

Qualifications:

• Bachelor's degree in finance, business, accounting, or related field.
• 4-6 years of relevant professional experience as a Business Analyst, Data Analyst, or similar role.
• Proven ability to create, maintain, analyze, and report on business data in a fast-growing organization.
• Strong analytical skills, attention to detail, and accuracy in collecting, organizing, and interpreting large amounts of information.
• Proficiency in Microsoft Excel; experience with Power BI or similar data visualization tools is preferred.
• Skilled in using SQL databases and handling complex datasets.
• Ability to adapt to changing ideas, responsibilities, and processes.
• Comfortable working collaboratively with various departments (Finance, Data Intelligence, Professional Services).
• Active listener, understanding root causes, and providing practical solutions.
• Critical thinker with a strong investigative mindset.
• Excellent written and verbal communication skills.
• Demonstrates learning agility and a strong desire for continuous development.
• Experience with platforms like Gainsight, Clarizen, Salesforce, and Totango is preferred, but not required.
• Working on US shift hours

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