Customer Strategy And Operations Analyst

Summary

Join MakerSights as a Customer Strategy & Operations Analyst and become a critical partner to customer-facing teams. You will provide impactful insights to brand partners for product decisions, becoming an expert in the platform and methodologies. Responsibilities include end-to-end insights delivery, account team collaboration, process improvement, OKR tracking, and knowledge base creation. You will work closely with various teams, including Sales, Customer Success, Product, and Data Science. This role requires strong analytical skills, excellent communication, and a customer-first mindset. The ideal candidate will have 2+ years of experience in consulting, consumer insights, or SaaS services delivery.

Requirements

• 2+ years of experience with prior roles in consulting, consumer insights, or saas services delivery
• Experience building relationships and collaborating across teams and functions for delivering projects
• A customer first mindset
• Excellent communicator
• Familiarity and comfort level with excel, analyzing data sets, and creating graphs/charts
• A passion for the retail industry and for the role data can play in driving business efficiency and profitability

Responsibilities

• Own end-to-end insights delivery for brands, through selection of solution/methodology, design and build of insights tests in our platform, and delivery of summarized results
• Become a key member of the account team, partnering with Customer Success and Account Directors to inform account health and strategy as it relates to product whitespace, utilization, increasing lifetime value, and delivery best practices
• Partner with other MakerSights teams such as Product and Data Science to identify the right tools and areas of automation of delivery steps to scale our offerings
• Utilize data-driven insights across the customer journey, such as customer feedback and usage, to inform updates to process, prioritization, product development, revenue enablement, and marketing strategies. Identify areas for delivery optimization and lead the implementation of improvements to enhance overall efficiency
• Create and manage Customer Strategy + Operations OKR tracking and evolution
• Develop services playbooks and deploy across MakerSights product offerings, driven by data, customer insights, and best practices
• Work closely with Sales, Customer Success, and Support teams to ensure a seamless customer journey and assist in defining and monitoring key performance indicators that ultimately drive customer satisfaction, growth, and retention
• Cultivate positive relationships with customers and internal stakeholders, aiding in building trust and rapport with key accounts
• Assist in project management efforts, coordinating tasks and timelines to ensure successful project delivery within scope
• Collaborate with Product, Data and Engineering teams to provide valuable customer feedback and insights to inform product enhancements and innovations with an emphasis on scaling operations, customer LTV and stickiness

Benefits

Salary Range: $80K - $100K annually