Field Operations Analyst

About the role

Innovu is a growing Pittsburgh, PA-based data analytics company providing comprehensive solutions that enable advisors and their employer clients to optimize their benefits strategy, human capital risk management, and health benefit design. Innovu's Field Operations Analyst provides the infrastructure and support behind the full client lifecycle — from pre-sales and sales enablement, to a clean hand-off into Operations, and ongoing reporting that supports Client Experience (CX) in managing client health, retention, and upsell opportunity. This role reports to the Director of CX Operations and works cross-functionally with Managing Directors, Directors of Strategic Partnerships, Sales, Finance, Marketing, Project Management, and Operations to keep the client lifecycle running smoothly and the data behind it clean and reliable.

Responsibilities

• Sales & Field Support: Manage, coordinate, and produce Sales forecasting, Sales Performance analytics (KPIs: Activities, Pipeline, sales reports), cross-functional team items (Onboarding, Annual Recurring Revenue), and ad hoc items (conference follow-up tasks) for Biweekly Territory Calls with Managing Directors (MDs)
• Sales & Field Support: Manage the Quarterly Territory Rotation with Executive Sales Leadership & MDs
• Sales & Field Support: Review completed activity, current pipeline, and alignment with MDs’ yearly business plan
• Sales & Field Support: Support Managing Directors in underwriting sales opportunities and responding to Requests for Proposals (RFPs)
• Sales & Field Support: Support Managing Directors and Directors of Strategic Partnerships in generating lead qualifications and identifying KAM employer accounts for upsell
• Sales & Field Support: Generate sales Order Forms (OF) and manage Good Order collection (OF + Pre-Implementation Checklist) through to completion
• Sales & Field Support: Provide a weekly report to leadership on New & Aged OF/PIC status
• Sales & Field Support: Utilize CRM to streamline OF generation for new clients, new data feeds, and point solution requests
• Sales & Field Support: Coordinate paperwork for client renewals
• Sales & Field Support: Assist in client change/termination/retention tracking within CRM (Zoho)
• Sales & Field Support: Train Managing Directors on the CRM (Zoho) and additional Sales Tools (Seismic, ZoomInfo, Miedge, etc.), including tool maintenance and keeping client information current
• Client Lifecycle Data Integrity & Hand-Off to Operations: Own the data integrity checkpoint between Sales and Operations — ensuring the field (Managing Directors, Inside Wholesalers) is following defined wireframes and procedures and properly leveraging CRM/intake tools throughout the client lifecycle
• Client Lifecycle Data Integrity & Hand-Off to Operations: Partner with Operations to ensure a clean, complete hand-off of client data and documentation at each stage of the lifecycle
• Client Lifecycle Data Integrity & Hand-Off to Operations: Identify and escalate process or data gaps that put a clean hand-off at risk, and support process refinement to close them
• Client Health, Retention & Upsell Reporting: Own and produce ongoing client health and retention reporting for CX leadership
• Client Health, Retention & Upsell Reporting: Analyze client engagement and account data to identify upsell and expansion opportunity, flagging KAM employer accounts for MDs and Directors of Strategic Partnerships
• Client Health, Retention & Upsell Reporting: