Customer Success Analyst II

The Customer Success Analyst II at Red Cat Holdings supports customer operations, aftermarket services, and cross-functional business activities across Red Cat Holdings and its subsidiaries. This role combines customer success responsibilities with operational coordination, reporting, and data analysis to help improve customer satisfaction, business visibility, and operational efficiency.

About the role

• Supports customer operations, aftermarket services, and cross-functional business activities across Red Cat Holdings and its subsidiaries.
• Maintains strong relationships with internal and external stakeholders to ensure customer needs are addressed effectively.
• Collaborates with Finance, Revenue Operations, Sales Operations, Supply Chain, and subsidiary teams to ensure efficient execution of customer requests and internal business processes.
• Develops, maintains, and analyzes operational reports and dashboards related to customer support, repair operations, inventory, and order fulfillment.
• Tracks and reports on key performance indicators (KPIs) and service metrics.
• Identifies trends, process inefficiencies, and opportunities for improvement through data analysis.
• Generates recurring and ad hoc reports for leadership and cross-functional teams.
• Supports inventory analysis, forecasting activities, and operational planning initiatives.
• Works with Finance teams to maintain accurate customer pricing, service rates, and price lists.
• Collaborates with Supply Chain and Operations teams to support inventory planning and material availability.
• Collaborates across multiple Red Cat subsidiaries to support consistent customer support processes and reporting standards.
• Participates in continuous improvement initiatives focused on operational effectiveness and scalability.
• Utilizes CRM and ERP systems to manage customer information, operational workflows, reporting, and order tracking.
• Safeguards data accuracy and integrity across business systems.
• Creates, maintains, and improves standard operating procedures (SOPs) and business processes.
• Affords assistance with system audits, data validation, and process documentation efforts.
• Manages multiple priorities and projects simultaneously.
• Communicates effectively with both technical and non-technical stakeholders.
• Adapts to a dynamic, growing organization with a customer-focused mindset and a passion for operational excellence and continuous improvement.

Essential Duties And Responsibilities

• Manage out-of-warranty service and repair requests, including customer communication, quotation coordination, approvals, and status updates.
• Partner with Revenue Operations and Sales Operations teams to ensure accurate and timely processing of customer orders and requests.
• Monitor customer priorities and communicate potential issues or escalations to appropriate stakeholders.
• Assist with improving customer experience through process enhancements and operational support initiatives.
• Develop, maintain, and analyze operational reports and dashboards related to customer support, repair operations, inventory, and order fulfillment.
• Track and report on key performance indicators (KPIs) and service metrics.
• Identify trends, process inefficiencies, and opportunities for improvement through data analysis.
• Generate recurring and ad hoc reports for leadership and cross-functional teams.
• Support inventory analysis, forecasting activities, and operational planning initiatives.

Required Qualifications

• Bachelor's degree in Business, Operations, Analytics, Supply Chain, Finance, or a related field preferred.
• 2–4 years of experience in customer success, business operations, sales operations, customer support, business analytics, or a related field.
• Strong analytical skills with the ability to interpret data and communicate actionable insights.
• Experience supporting customer operations in a manufacturing, aerospace, defense, technology, or similar environment preferred.
• Ability to manage multiple priorities and projects simultaneously.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Outlook.
• Experience with CRM and ERP systems required.
• Microsoft Dynamics 365 and SAP Business One experience preferred.
• Experience creating reports, dashboards, and operational metrics.
• Comfortable working with large datasets and KPI reporting.
• Experience with business intelligence or data visualization tools is a plus.

Additional Desired Qualifications

• Self-motivated and capable of working independently while collaborating effectively within a team environment.
• Strong problem-solving and critical-thinking skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Adaptable and comfortable working in a dynamic, growing organization.
• Customer-focused mindset with a passion for operational excellence and continuous improvement.

Physical Requirements And Working Conditions

• Must be able to walk, stand, and navigate large indoor and outdoor facilities for extended periods of time.
• Ability to lift, carry, and move materials and equipment weighing up to 25 lbs on a regular basis.
• Use of personal protective equipment (PPE) may be required in designated areas or when performing specific tasks, in accordance with safety protocols and company policy.
• Regular exposure to facility operations including noise, dust, temperature fluctuations, and industrial equipment.
• Occasional off-hours or weekend work required for emergency facility responses or projects as needed.
• Frequent use of a computer and other standard office equipment for documentation, communication, and coordination tasks.