Operations Analyst

FocusKPI is looking for a Operations Analyst/Customer Success Operations Analyst to join the one of our clients, a high-tech, SaaS company. 

The client is seeking is seeking an Operations Analyst to own and drive the implementation of a Customer Success Platform into client’s ecosystem. You will be well-versed in analytics and have a desire to take large as well as small problems and work with the team to drive improvements using data and metrics. This role executes implementation documentation and platform configuration to include but not limited to: implementing business and technical requirements, collaborating with cross functional stakeholders to ensure tool is implemented successfully, and tracking success metrics to ensure return on investment (ROI).

You will use your Operations Management background to work closely with key constituents across the business to develop a deep level of understanding of their operations, and utilize that knowledge to lead implementation that help them achieve their strategy, goals and objectives. You will report to the Head of Customer Success and collaborate with the lead Program Manager. The team is highly collaborative in fully virtual environment, not only working closely with each other, but with their cross-functional partners to achieve their initiatives. 

Work Location: Remote - anywhere in the US
Duration: 10 months contract 
Pay Range: $30/hr to $37/hr

Responsibilities:

• Lead the implementation of a Customer Success Platform into the client's ecosystem with a focus on delivering operational documentation
• SOP (Standard Operating Procedure) development defining different roles for different types of users (CSM vs. Admin)
• Develop test plans supporting testing CS tool in the client's environment
• Manage the ongoing maintainance, process improvements, and tool enablement
• Assemble and co-ordinate the internal, extended and external teams to gain consensus on deliverables from each team member in alignment with the overarching project/initiative objectives
• Proactively manage changes in project scope, identify potential risks and devise contingency plans
• Need someone who is a good proactive communicator but who will not overwhelm their stakeholders with too many details. Someone who can find the right balance between a-sync and in-sync collaboration.
• Looking for someone who can work autonomously though they are very close as a team and support each-other as much as possible, sharing the best practice, lessons learned etc.

Qualifications:

• 3 years operations or project management experience working with Agile and Predictive methodologies, ideally in customer success environment, preferably in fast-paced, high-growth organizations
• BS or MS in aligned field of study are a plus
• Experience working with Salesforce, or other CRM platforms
• Experience working with Customer Success Tools
• Skilled at prioritizing and balancing multiple strategic projects and demonstrated experience of operational skills translated into strategic business impact
• Understanding of organizational dynamics, experience with complex organizations with proven ability to influence stakeholders with functional and global reach
• Comfortable in a fast paced ambiguous environment while helping the project stakeholders to drive decisions and help throughout the prioritization process
• Demonstrated ability to work autonomously in a fully virtual environment, successfully managing remote stakeholder and build strong relationships
• Excellent listening and persuasion skills along with written and verbal communication
• Ideal candidate must have a passion for creating great customer experiences

Preferred qualifications/Nice to have:

• Experience working in a Customer Success or JIRA environment preferred
• Previously worked in implementing Customer Success Tools, including but not limited to Gainsight, Planhat, Churnzero, etc.
• PMI-ACP, PMP certification or equivalent
• Previous experience working/managing projects in Customer Success environment/organization
• Experience working for a SaaS-based organization

Thank you!

FocusKPI Hiring Team

Founded in 2010, FocusKPI, Inc. (FocusKPI) is a data science and technology firm specializing in predictive analytics practice and methodologies. FocusKPI is a US company headquartered in Silicon Valley, California, with an East Coast office in Boston, Massachusetts.

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