Senior Cs Operations Analyst

Summary

Join Sisense as a Sr. Customer Success Operations Analyst and become a key member of the RevOps team, optimizing customer success initiatives. You will analyze customer data, implement tools, and collaborate across departments to enhance customer experiences and drive growth. This role involves creating key reports, overseeing KPI tracking, identifying process improvements, and developing scalable programs. Close collaboration with CS leadership, including international teams, is essential. The ideal candidate will possess strong analytical and communication skills and experience with Customer Success Management Systems. This position offers a chance to reshape the industry and be part of a team pushing boundaries.

Requirements

• Leverage strong communication skills to both gain input from and influence stakeholders to improve project decision-making
• Relevant experience within or supporting Customer Success teams
• Advanced knowledge of Excel required with experience in other data analysis and BI tools
• Experience using Customer Success Management Systems (e.g., Gainsight/Totango/Churn Zero/Plan Hat/Client Success/etc., digital marketing tools)
• Strong analytical skills
• Ability to successfully prioritize multiple projects/initiatives
• Excellent problem-solving, project management, interpersonal, and organizational skills
• Excellent communication skills (written and oral) as well as proven relationship-management skills; ability to present complex ideas in a clear, concise fashion to all levels, including senior executives
• You share our values and work in accordance with those values
• Ability to work in a remote work environment across varying time zones

Responsibilities

• Create and coordinate key reporting for the CS leadership team, partnering with internal teams including Sales, Customer Support, and Data Analytics to provide insight into customer journey metrics (Onboarding, Adoption, Renewal, Expansion, and Advocacy), and business results (forecasts, renewals, expansion, churn, etc.)
• In collaboration with other team leaders, oversee the tracking and analysis of reporting results compared to KPI's
• Determine critical gaps and offer suggestions to improve weak KPI outcomes
• Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting in defining appropriate touch points (e.g., human-lead and digital) throughout the customer journey (pre- and post-sale)
• Coordinate, develop, and execute scalable programs and campaigns to drive onboarding, adoption, renewals, expansion, and identify and neutralize customer risk
• Curate content and playbooks to allow the team to deliver customer outcomes more efficiently and consistently
• Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, commercial, and partner
• Identify opportunities for process automation and optimization with a focus on scalability and driving significant growth
• Collaborate with the GTM Enablement team to develop training and enablement to drive efficiency
• Build trusting relationships and credibility with key stakeholders and partners across the organization

Preferred Qualifications

• SaaS and B2B experience preferred
• Salesforce experience and knowledge of enterprise SaaS tools

Benefits

• A bonus, equity, commissions, and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered
• This position may be considered a promotional opportunity