CARTO is hiring a
GTM Operations Analyst

Summary

The job is for a Revenue Operations Analyst at CARTO, a cloud-native location intelligence platform. The role involves partnering with Customer Success leaders, fostering a data-driven culture, and maintaining and optimizing CS platforms and tools. The position is remote in Spain or LATAM.

Requirements

• 6+ years of experience in Sales Operations, Customer Success Operations, Business Operations, or related roles at a B2B SaaS company
• Experience working hands-on with SFDC and a major Customer Success Platform
• Operational experience with Customer Success principles, metrics and customer journeys
• A Can-Do attitude, problem solver and analytical thinker
• Outstanding communication skills. The ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels. The ability to turn data into insights and tell the story to cross-functional stakeholders
• Exceptional critical thinking and analytical skills
• Experience employing a continuous improvement approach and strategy in a SaaS oriented Customer success function

Responsibilities

• Partner with Customer Success leaders to extract insights on the customers’ journey through the creation and maintenance of dashboards, views, and reports
• Partner with CS leaders to examine current processes and workflows and map out a continuous improvement roadmap that uplevels the performance and scalability of the team
• Build processes that assist the company to develop an understanding of and trust in customer health, sources of customer risk/churn, renewal forecasts and trends
• Foster and lead a data-driven culture, ensuring that decisions and strategies are based on accurate and timely data
• Assist in the communication, enablement, and diligence of new and existing post sales processes
• Operationalize the customer journey and the track the relevant metrics for success
• Be the point of contact and subject matter expert for enabling operational excellence of the CS team
• Work closely with CS leadership in areas such as goal setting, team performance, comp plans, staffing ratios
• Maintain and optimize CS platforms and tools for efficiency and effectiveness. The tech stack includes Vitally (other CSP experience like Gainsight is relevant), Zendesk, HubSpot, Salesforce, Looker, Slack, Productboard, Google Drive, Zapier (optional)
• Drive continuous improvement by staying abreast of industry trends, best practices, and emerging technologies in customer success operations
• Work directly with leadership to influence CARTO’s GTM strategy

Preferred Qualifications

• University degree preferred
• Interested in technology

Benefits

• Competitive compensation
• Flexible work hours in a focused but casual environment
• Growth prospects at a truly welcoming, multicultural and multilingual company
• A big vision: to help the world use location-based data to make better decisions. We believe that openness and sustainability are baked into this vision, and we’re sharing it with the world