Description:
As a Customer Success Operations Analyst, you will provide thought leadership regarding data and actionable insights to key stakeholders across the Customer Success organization, including: Professional Services, Customer Enablement and Customer Success Management.
This position is an individual contributor role reporting to the Director, CS Operations EMEA.
Responsibility
- Create and manage dashboards to provide visibility and monitoring of key metrics relevant to the region and promote focus areas based on identification of trends and performance differentiators
- Perform recurring and ad hoc analysis to identify trends, impacts and root causes across Customer Success, and articulate key findings to assist decision making and prioritization
- Communicate regularly on business/team performance, making recommendations based on analysis of key performance areas
- Present insights on key customer success metrics to other stakeholders with a view to assisting them drive performance in their areas (eg upsell trends, marketing program impacts etc)
- Identify inefficiencies, support the implementation of solutions, and track progress around Customer Success team productivity, planning, processes, and tools
- Create and monitor indicators using multiple data sources to extend understanding of risk in the customer portfolio and assist in developing plans to mitigate the risks
- Produce weekly, monthly, and quarterly recurring reporting as well as fulfill ad hoc data requests
- Act as the liaison between the global success operations team and the regional leadership team, ensuring global initiatives and programs are communicated, aligned, implemented and measured in region, and that bi-directional knowledge sharing drives global best practice
- Build executive presentations (e.g. Quarterly Business Reviews), crafting the messages in collaboration with Sales Leaders
- Own and coordinate fiscal year planning (Business Planning, Headcount Allocation, Territory Carving, Quota Allocation and new segment entry) for the Customer Success team
- Travel as necessary, typically about 15%