Restaurant365 is hiring a
Revenue Operations Analyst, Remote - Worldwide

Summary

The job is for a Revenue Operations Analyst for Customer Support at Restaurant365, a SaaS company in the restaurant industry. The role involves data analysis, reporting, collaboration with cross-functional teams, and driving process improvements within the Customer Support and broader Customer Success Team.

Requirements

• 4+ years functional Customer Support or Customer Success Operations experience in the SaaS industry
• Analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools
• Proficiency in Freshdesk or equivalent support ticketing systems, with a keen understanding of system administrations and configuration
• Proficient in scoping out process and system changes and ability to understand their impact on the overall customer success lifecycle
• Proficient in project management with demonstrated ability to drive projects from start to finish
• Advanced Excel skills (Pivot tables, VLOOKUP, filtering, functions, and formulas)
• Effective communication skills and the ability to build cross-functional relationships across the organization
• Knowledge and understanding of customer support and customer upsell processes
• Ability to work independently with a high degree of accountability
• Strong Attention to detail and data integrity

Responsibilities

• Track and analyze R365 Customer Support Team’s key performance indicators by identifying areas for improvement and providing actionable insights and recommendations
• Collaborate with cross-functional teams such as Finance, Data & Analytics, and Product to provide a holistic picture of Customer Support Team’s performance
• Monitor and analyze adoption of CS software tools by understanding their role within the Customer Lifecycle (Freshdesk in particular)
• Initiate and lead projects that support continued scalability of the Customer Support team and help meet customer renewal targets
• Continuously evaluate customer support lifecycle, while introducing process efficiencies through automation and process streamlining
• Proactively identify industry best practices and help bring innovative ideas to the Customer Support and the wider Customer Success organization about how to scale the organization and drive growth for our customers

Preferred Qualifications

• Experience with Freshdesk
• Experience with Gainsight
• Experience with Pendo

Benefits

• This position has a salary range of $90,000-$115,000
• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives