Senior Business Operations Analyst, Customer Success

Responsibilities

• Business Operations: 
• Support the development and execution of customer-success strategies and initiatives.
• Analyze business processes and workflows to identify gaps, inefficiencies and recommend improvements.
• Collaborate with cross-functional teams to implement & track operational changes.
• Drive continuous improvement: Monitor key performance indicators (KPIs) and develop dashboards to track operational metrics.
• Document and maintain key process guides and policies.


• Data analysis & reporting on customer health and professional services business.
• Conduct in-depth analysis of customer health & services business to identify trends, variances, and areas of opportunity.
• Prepare weekly, monthly and quarterly comprehensive reports and presentations for senior management and stakeholders.
• Extract, analyze, and interpret a wide range of customer and business related datasets to provide actionable insights.
• Utilize advanced analytical tools and techniques to support data-driven decision-making.
• Ensure data accuracy and integrity in all analyses and reports.
• Develop and maintain financial models to support business forecasting, budgeting, and strategic planning.


• Project Management:
• Lead and manage projects from initiation to completion, ensuring timely delivery and alignment with business goals.
• Coordinate with various departments to ensure seamless project execution and communication.
• Prepare project documentation, including plans, timelines, and status reports.
• Risk Management: Proactively identify risks and issues & work with stakeholders to recommend and implement appropriate mitigations.
• Accountability: Help hold teams and individuals accountable for maintaining high quality standards per our internal policies and compliance requirements.

Qualifications

• Education: Bachelor’s degree in Finance, Business Administration, Economics, or similarly technical field. 
• Experience: Minimum of 5 years of experience in financial analysis and/or business operations, customer success operations, or related roles. Preferably with some experience working for an enterprise software company in a high-growth environment.
• Technical Skills:
• Proficiency in financial planning and analysis. Advanced spreadsheet skills and deep experience with Salesforce and common data analysis tools (e.g., SQL, Snowflake, Looker or similar).
• Analytical Skills: Strong analytical and problem-solving abilities with a keen attention to detail.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
• Project Management: Proven project management skills with the ability to lead cross-functional teams and manage multiple projects simultaneously.
• Business Acumen: Strong understanding of business operations and strategic planning processes.  Ability to prioritize & scope work aligned to business objectives. 
• Experience working in or with Customer Success or Professional Services organizations
• Some experience with process improvement methodologies (e.g., Six Sigma, Lean) preferred
• Some experience using Qualtrix XM, and HubSpot preferred