Customer Experience Operations Analyst

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Fleetio

πŸ“Remote - United States

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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