Customer Success Operations Analyst

Summary

Join Mitratech's global team and contribute to building world-class products for Fortune 100 companies. As a CS Ops Analyst, you will be a trusted advisor to leadership, focusing on improving customer experience, retention, and revenue. You will build a deep understanding of our systems and processes to promote improvements in customer management. This role requires strong analytical and organizational skills, experience with data and spreadsheets, and a collaborative mindset. Mitratech offers a close-knit, globally dispersed team with a diverse and inclusive work culture.

Requirements

• Junior Level – 1+ years experience in RevOps or SalesOps
• Systems and process mindset: must be comfortable with technology and be able to learn and adopt new systems
• Ability to execute with a project management mindset
• Motivated to work collaboratively and cross-functionally in a fast-paced, ever-changing environment
• Must be comfortable with data and spreadsheets
• Strong organization and analytical skills

Responsibilities

• Prepare & Maintain Reports: Generate and maintain regular reports on key metrics like retention, customer feedback, and health scores to support decision-making
• Update Documentation & Playbooks: Maintain up-to-date process documentation and training materials to ensure the team has current resources
• Manage Customer Data: Ensure accurate, up-to-date customer information across systems, making it easily accessible for the team
• Support Process Optimization: Assist in streamlining customer success workflows and identify areas for improvement to increase efficiency
• Assist with Tool Management: Help implement, scale, and troubleshoot customer success software such as Salesforce.com, ensuring smooth daily operations for the team
• Support M&A Functions: scheduling calls and trainings