Sr. Operations Analyst

Essential Duties 

• Leverage data to create analyses on Customer data (Health, Risk & other Customer Journey data) which result in actionable insights and strategic recommendations for the Customer Success leadership team. 

• Lead or coordinate small-to-medium cross-functional projects related to Customer Success Operations processes, systems, and enablement.  

• Develop and maintain project plans, timelines, status updates, and action-item tracking for operational initiatives. 

• Identify project risks, blockers, and dependencies, and escalate issues as needed to support timely delivery. 

• Analyze and evaluate the impact of key business initiatives, and proactively surface insights and areas of opportunity for the business. 

• Build, maintain, and communicate detailed reporting, dashboards, presentations and analysis on key business metrics and challenges. 

• Partner with Customer Success leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers to achieve retention and health goals. 

• Develop a deep understanding of how Success Management correlates to Gross Retention across all products and customers. 

• Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and Professional Services. 

Required Qualifications 

• 5+ years of professional experience in an analytics / business operations / finance / consulting role; prior experience with SaaS a bonus. 

• Bachelor’s degree in business, information systems, communications, or a related field, or equivalent practical experience. 

• Experience working with CRM platforms, Gainsight, SharePoint, or similar business systems and collaboration tools. 

• Experience coordinating or leading cross-functional projects in an operations, Customer Success, Support, or systems environment. 

• Strong written and verbal communication skills, with the ability to translate process changes and system updates into clear guidance for end users. 

• Some work experience in a similar or related area is preferred  

• Strong organizational skills and attention to detail, including experience maintaining process documentation, resource libraries, or operational materials. 

• Comfort working in a fast-paced environment with evolving priorities and cross-functional dependencies. 

• Understands and applies analysis tools/techniques, issue resolution skills and demonstrates strong knowledge of relevant factors in the industry