Job Title:
Customer Success Management Operations Analyst
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Job Description:
* Deliver data-driven insights to inform strategic decisions across the Customer Success organization.
* Design and maintain visualizations of key performance indicators to facilitate regional focus areas and trend analysis.
* Conduct regular and ad-hoc analysis to uncover trends, impacts, and root causes within Customer Success, distilling key findings to guide decision-making.
* Communicate business and team performance regularly, making recommendations based on analysis of key performance areas.
* Present key customer success metrics to stakeholders, empowering them to drive performance in their areas (e.g., upsell trends, marketing program impacts).
* Identify inefficiencies, implement solutions, and track progress around Customer Success team productivity, planning, processes, and tools.
* Create and monitor indicators using multiple data sources to enhance understanding of risk in the customer portfolio and develop mitigation plans.
* Produce recurring reports and fulfill ad-hoc data requests.
* Serve as a liaison between the global success operations team and regional leadership, ensuring global initiatives are communicated, aligned, implemented, and measured regionally.
* Develop executive presentations (e.g., Quarterly Business Reviews), crafting messages in collaboration with Sales Leaders.
* Own and coordinate fiscal year planning for the Customer Success team.
Requirements:
* 8+ years' experience in a manager role, ideally in a customer-facing or sales team within a management consultancy or tech company.
* Experience developing reports, metrics, and dashboards using Salesforce.com and BI tools, with Advanced Excel skills.
* Fluency in English.
* Strong executive presence and engagement skills.
* Experience working in high-growth, performance-focused environments.
* Background in customer success, support, and consulting services.
* Knowledge of B2B and B2B2C Software as a Service (SaaS) companies.
* Resourceful and able to collaborate across functions and geographies to accomplish complex tasks.
* Proactive mindset and desire to continually evolve data-driven insights.
* Ability to see beyond numbers to drive sound decision-making.
* Effective communication skills to engage stakeholders at all levels and across geographies.
* Compelling storytelling ability to leverage data for action, including for non-analytical audiences.
* Attention to detail, excellent organizational skills, superior time management skills.
* Results-driven independent thinker with proven problem-solving abilities.
* Educated to degree level or equivalent.
Key Skills:
* Leadership
* Data Analysis
* Communication
* Problem-Solving
* Strategic Planning