Customer Experience Operations Analyst

Summary

Join Fleetio as a Customer Experience Operations Analyst and play a pivotal role in supporting Customer Success, Onboarding, Customer Education, and Support teams. You will develop and maintain a reporting framework, conduct data analysis, and administer customer success and support tools. This data-driven role requires strong analytical and problem-solving skills, experience with data analysis tools (like SQL and Excel), and a Bachelor's degree in a related field. The ideal candidate is motivated, results-oriented, and thrives in a fast-paced environment. This essential role reports to the VP of Business Operations and offers a competitive benefits package.

Requirements

• 3-5 years of experience in a customer success, operations, or analytics role, preferably in high-growth B2B SaaS companies
• Bachelor's degree in Business Administration, Finance, Economics, or a related field
• Strong proficiency in data analysis tools, such as SQL, Excel
• 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, including customer health, adoption, usage, and renewal rates
• 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, including CRM, support ticketing systems, and product usage data
• 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

Preferred Qualifications

• Experience with Salesforce or other CRM systems
• Knowledge of customer success methodologies and best practices
• Experience with project management
• Experience with Gainsight or Zendesk administration

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