Senior Customer Operations Analyst - Remote

Overview

The Senior Customer Operations Analyst will support Drata’s Customer Success Group under the leadership of our Chief Customer Officer as an integral member of our growing Business Operations team. You’ll lead with data, ensuring we are always identifying new ways to increase efficiency and maximize productivity. You’re obsessed with serving our Customers and internal stakeholders; constantly finding new ways to better support them, provide insights on program performance, and making recommendations for areas of improvement. You’re a Driver, you don’t just wait for projects and problems to come to you, but you identify them and make recommendations without hesitation.

In Short

• Collaborate with cross-functional leadership to support strategic decision-making by providing data-driven insights and recommendations into Customer growth & retention
• Develop KPIs, track performance metrics, and identify areas for improvement with a focus on efficiency, process optimization, and scalability
• Support fiscal year planning, including revenue forecasting, headcount planning, territory assignments, and related initiatives
• Analyze customer support interactions, identify trends, and optimize Support processes
• Partner with internal teams on system administration tasks, primarily Salesforce reporting, dashboarding, and ticketing, to ensure data accuracy and consistency
• Conduct ad hoc analysis to address specific business questions and provide timely insights to stakeholders via presentations, standardized reports, or recurring sessions
• Support with the development of reports and tracking mechanisms as it relates to variable compensation, Spiffs / contests, and similar workflows
• Collaborate with cross-functional teams to streamline data collection processes and improve data integrity
• Create documentation of CSG KPIs, internal processes, and Customer Ops initiatives
• Lead on multiple cross-functional initiatives with a focus on creating internal process that scale with Drata while providing a best-in-class experience for our Customer base

Requirements

• 3+ years of operational and analytical experience in CS Ops, Sales Ops, or Biz Ops
• Advanced Salesforce reporting and Excel and/or Google Suite skills
• Strong understanding of key SaaS performance metrics related to Customer retention, adoption, and lifetime value
• Demonstrated success presenting large datasets in a clear and compelling manner
• Proficiency working with Customer Success Platforms (CSPs) such as Catalyst or Gainsight a plus
• Experience working with senior leadership and technical teams in Data Engineering, Product Development, and Systems Integrations
• Experience working with budgets, tracking performance against quota, and creating self-service visualizations a plus
• A learn-it-all mentality, consistently looking to expand your knowledge and provide value cross-functionally
• An unmatched attention to detail, taking pride in everything you do and understanding that the little things matter
• Ability to manage competing priorities in a results-driven environment

Benefits

• Healthcare: 90-100% paid premiums for medical, dental, and vision plans for employee and dependents + on demand health care concierge
• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care, with up to a $600 annual employer contribution to the HSA plan (if enrolled in HSA medical plan)
• 100% paid short and long term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child (available after six months of employment)
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
• 401K: Reach your financial goals while reducing your taxes