Customer Operations Analyst - Remote

Overview

The Customer Operations Analyst will play a critical role in delivering exceptional customer experience by analyzing customer behavior and optimizing customer success operations.

In Short

• Partner with teams to understand and improve the customer journey.
• Analyze customer health scores and identify at-risk accounts.
• Define and maintain metrics and dashboards for customer engagement.
• Gather requirements for customer success tools and workflows.
• Support leadership with data-driven insights.
• Assist in the rollout of technology solutions for customer experience.
• Design and improve onboarding and support processes.
• Manage feedback and enhancement requests.

Requirements

• 2-5+ years as a Business Analyst, Data Analyst, or in CS Ops/RevOps.
• Experience with Gainsight and Salesforce.
• Proficiency in Excel, Google Sheets, and SQL.
• Experience with BI Tools like Tableau or Power BI.
• Familiarity with SaaS business models.
• Strong analytical mindset.
• Excellent communication skills for collaboration.
• Ability to document and improve business processes.

Benefits

• 2 volunteer days per year and Birthday PTO.
• 3 months of support for new parents.
• Annual company culture kickoff event.
• Remote-first culture with home office setup benefits.
• Company-wide mentorship programs.
• Support for Employee Resource Groups.