Customer Success Operations Analyst

Summary

Join D2L's Talent Acquisition team as a Customer Success Operations Analyst and contribute to the effectiveness and efficiency of our Customer Success team. You will partner with the Director of Customer Success Operations to define objectives, strategies, and tactics, implementing scalable processes. Leverage reporting tools and data analysis to provide insights to leadership, driving business decisions. This role involves managing data quality, system integrations, and providing technical support. You will also manage projects, collaborate with cross-functional teams, and ensure the CS team adheres to reporting protocols. The ideal candidate possesses strong analytical, reporting, and CRM skills, along with experience in a SaaS environment.

Requirements

• Data, analytical and reporting skills
• Must understand data governance, visualization and requirements for gathering and authoring
• Subject Matter Expertise in Salesforce
• Qualtrics and Customer Relationship Management platform (CRM) expertise
• Must have in depth experience with Microsoft Office (especially Excel, Power Point)
• Subject Matter Expertise with PowerBI and Tableau
• Passion for designing processes that scale
• Organized with a proven ability to successfully manage multiple tasks while maintaining high quality outputs, with exceptional attention to detail and delivering on time and with excellence
• Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
• Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills
• Problem-solver and critical thinker with the ability to break down complicated issues and simplify complicated processes
• Strong attention to detail in daily tasks and projects, while also having the ability to see beyond the individual tasks and understand the broader impact and implications of activities on other cross-functional teams
• Strong experience collaborating with cross-functional, multidisciplinary teams
• Thorough understanding of business management, forecasting strategy and techniques
• Bachelor’s degree in Business, Marketing or related industry of field
• At least 5 years' experience in related industry or acting as a consultant on a major strategic planning program specifically with Customer Success
• Understanding and exposure to CRM and other CS Tools

Responsibilities

• Act as a business partner for the Customer Success teams providing data, insights and analysis into programs, and reporting on retention, usage, risk, customer health and opportunities
• Define, design and help detect early signals of at-risk renewals using data driven insights, and design strategies with CS Leaders to address risks and provide paths to escalation and mitigation
• Support CS teams by ensuring accurate data accessibility and system functionality to drive informed decision-making, through the admin and management of all backend operations within Salesforce, Planhat, Qualtrics, Power BI and other Customer Success tools
• Monitor and manage data quality within the systems and work with IT, Finance, Sales Operations and other internal cross-functional teams to address and resolve the root cause of any issues
• Build, maintain, and optimize usage reports to provide actionable insights for the CS team
• Oversee system integrations, ensuring smooth data flow across platforms and maintaining data accuracy
• Provide technical support to the CS team by troubleshooting system-related issues and optimizing tool functionality
• Manage project timelines, documentation, and task execution for key CS initiatives, ensuring smooth project delivery
• Collaborate with internal teams to enhance system capabilities, streamline processes, and improve overall efficiency
• Manage and hold CS team accountable through training, guidelines and process to adhere to reporting and administrative protocols

Preferred Qualifications

MBA is nice to have

Benefits

• Wellness Subsidy
• Equity Grants
• Variable Incentive
• Flexible work arrangements
• Learning and Growth opportunities
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Retirement planning
• 2 Paid Volunteer Days
• Competitive Benefits Package
• Home Internet Reimbursements
• Employee Referral Program
• Wellness Reimbursement
• Employee Recognition
• Social Events
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne