Sr. Operations Analyst
Description
We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Essential Duties
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Leverage data to create analyses on Customer data (Health, Risk & other Customer Journey data) which result in actionable insights and strategic recommendations for the Customer Success leadership team.
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Lead or coordinate small-to-medium cross-functional projects related to Customer Success Operations processes, systems, and enablement.
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Develop and maintain project plans, timelines, status updates, and action-item tracking for operational initiatives.
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Identify project risks, blockers, and dependencies, and escalate issues as needed to support timely delivery.
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Analyze and evaluate the impact of key business initiatives, and proactively surface insights and areas of opportunity for the business.
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Build, maintain , and communicate detailed reporting, dashboards , presentations and analysis on key business metrics and challenges.
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Partner with Customer Success leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers to achieve retention and health goals.
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Develop a deep understanding of how Success Management correlates to Gross Retention across all products and customers.
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Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and Professional Services.
Required Qualifications
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5 + years of professional experience in an analytics / business operations / finance / consulting role; prior experience with SaaS a bonus.
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Bachelor’s degree in business, information systems, communications, or a related field, or equivalent practical experience.
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Experience working with CRM platforms, Gainsight, SharePoint, or similar business systems and collaboration tools.
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Experience coordinating or leading cross-functional projects in an operations , Customer Success, Support, or systems environment.
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Strong written and verbal communication skills, with the ability to translate process changes and system updates into clear guidance for end users.
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Some work experience in a similar or related area is preferred
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Strong organizational skills and attention to detail, including experience maintaining process documentation, resource libraries, or operational materials.
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Comfort working in a fast-paced environment with evolving priorities and cross-functional dependencies.
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Understands and applies analysis tools/techniques, issue resolution skills and demonstrates strong knowledge of relevant factors in the industry
Join the A-Team and experience the A-Life!