Senior Customer Operations Analyst

Summary

Join Sumo Logic's Sales & Customer Success Operations team as a Senior Customer Operations Analyst. You will be a business partner to Customer Success teams, providing operational support, project management, business reporting, and financial analysis. Responsibilities include data analysis, report creation, process optimization, and cross-functional collaboration. The ideal candidate possesses strong analytical skills, experience with Customer Success processes, and proficiency in various software tools. A Bachelor's degree and 6+ years of relevant experience are required, with a preference for experience with Gainsight and Looker. The role offers a competitive salary and benefits package.

Requirements

• 6+ years of professional work experience, including at least 3 years of experience working for a software services or consulting organization in the Customer Success or Professional Services Organization
• Strong understanding of Customer Success processes, key metrics, and operational excellence
• Strong analytical skills (including strong Microsoft Excel skills) and experience with reporting and data analysis, including ability to create pivot tables, use lookups, ability to check errors in complex formulas, and ability to format/organize information to be consumed by a variety of audiences
• Demonstrated experience with Google Suite, Salesforce, and comfortable with communicating over Slack
• Bachelor’s Degree in Business Administration, Finance or Accounting or equivalent work experience

Responsibilities

• Own and maintain the ongoing metrics, reports, analyses, dashboards, etc. that drive key business initiatives, including: Renewal & Churn Forecasting, Professional Services Forecasting, Account Assignments, New Team Member Onboardings, CS Team KPIs
• Ensure data quality and integrity across SFDC, Gainsight, etc., identifying and resolving related data issues as needed
• Validate, analyze, and reconcile weekly, monthly, and quarterly reports and metrics for leadership
• Leverage customer data to provide actionable insights that drive proactive engagement strategies and improve customer success outcomes
• Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation, and enablement
• Identify and implement automation opportunities to streamline repetitive tasks, reduce manual work, and improve CS team productivity
• Provide operational support to the Customer Success team, including creating Professional Services projects, assisting with account processing and approvals, and ensuring smooth communication between sales, operations, and other departments
• Work across CS and Sales Operations to ensure team and process alignment for all owned initiatives
• Collaborate with business leaders and staff on analyzing reports and presenting findings
• Partner with leadership to define and adopt governance practices that support team and company objectives
• Partner with Data/BI teams to ensure accurate data flow and visibility across systems

Preferred Qualifications

• An understanding of accounting principles, including knowledge of invoicing, revenue recognition, and bookings
• Ability to analyze data and create complex, customized reports in Excel and other reporting tools
• Excellent written and verbal communication skills
• Prior experience with Gainsight, or other Customer Success software
• Prior experience with Looker or similar analytical software
• Understanding of databases and data architecture

Benefits

• The expected annual base salary range for this position is $125,000 - $155,000
• Bonus or commission plans
• Benefits offerings