Customer Experience Operations Analyst
Fleetio
πRemote - United States
Please let Fleetio know you found this job on JobsCollider. Thanks! π
Job highlights
Summary
Join Fleetio as a Customer Experience Operations Analyst and play a pivotal role in supporting customer success teams with data-driven insights and operational process streamlining. Develop and maintain reporting frameworks, conduct data analysis, and administer customer success tools.
Requirements
- 3-5 years of experience in a customer success, operations, or analytics role
- Bachelor's degree in Business Administration, Finance, Economics, or a related field
- Strong proficiency in data analysis tools, such as SQL, Excel
- Experience with Gainsight or Zendesk administration is preferred
- Excellent analytical and problem-solving skills
- Strong attention to detail and accuracy
- Excellent at communicating complex data analysis
- Ability to work independently and as part of a team
- Self-motivated and results-oriented
- A passion for customer success and a desire to drive operational excellence
Responsibilities
- Develop and maintain a comprehensive reporting framework to track key customer success metrics
- Conduct in-depth data analysis to identify trends, opportunities, and areas for improvement within the customer base
- Partner with cross-functional teams to gather and analyze data from various sources
- Develop and deliver regular reports and dashboards to provide actionable insights to the Customer Experience teams
- Conduct pricing analysis to evaluate pricing strategies, identify opportunities for optimization, and support pricing decision-making
- Analyze churn and retention data to identify at-risk customers, understand churn reasons, and help develop strategies to improve customer retention
- Administer Gainsight or Zendesk (or both) to ensure optimal configuration, data integrity, and user adoption
- Support the development and maintenance of standard operating procedures (SOPs) for tool usage and best practices
- Provide training and support to Customer Success and Support teams on tool utilization
- Troubleshoot issues and resolve problems related to tool functionality
- Identify opportunities for process improvement and automation within the tools
Benefits
- Multiple health/dental coverage options
- Vision insurance
- Incentive stock options
- 401(k) match of 4%
- PTO - 4 weeks
- 12 company holidays + 2 floating holidays
- Parental leave- birthing parent (12 weeks paid) non-birthing (4 weeks paid)
- FSA & HSA options
- Short and long term disability (short term 100% paid)
- Community service funds
- Professional development funds
- Wellbeing fund - $150 quarterly
- Business expense stipend- $125 quarterly
- Mac laptop + new hire equipment stipend
- Monthly catered lunches
- Fully stocked kitchen with tons of drinks & snacks
- Remote working friendly since 2012 #LI-REMOTE
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Please let Fleetio know you found this job on JobsCollider. Thanks! π