Revenue Operations Analyst (CS Focus)

The Role

The Revenue Operations Analyst (CS Focus) is responsible for driving continuous improvement in Customer Success (CS) operations in service of customer retention and growth. This entails designing and supporting business reviews and ROI analyses to drive value demonstration for our customers, managing and administering the CS tech stack, and synthesizing and analyzing data to glean insights to support our business.

As a part of the Revenue Operations team, the analyst will also partake in other revenue-side operational initiatives, such as top-of-funnel operations to support company growth.

You will:

• Help design and deploy a systematic approach to value demonstration with our customers, a lynchpin of enterprise level partnership.
• Own the overall performance and CS usage of the CS tech stack, partnering with cross-functional system owners and administrators (e.g., Salesforce Admin, IT, Data and Analytics) to ensure data integrity, a single and accurate source of truth within Salesforce, and to coordinate operations and processes.
• Design and deploy reporting to proactively assess customer health, identify growth opportunities, and partner with the CS Team to address potential customer issues.
• Collaborate cross-functionally to develop new processes and reporting tools that enable the team to work smarter.
• Take on a variety of other revenue-related operational projects, namely with top-of-funnel operations: Lead management, conversion funnel and SDR workflows to ensure a high-velocity

What success looks like

• Salesforce is a reliable and actionable source of truth for all account information, for the entire organization.
• The Customer Success team has the key information they need at their fingertips – from renewal information to account health and engagement, with limited confusion, bad data, or having to use multiple sources.
• You deeply understand the day-to-day of CSMs, can draw up requirements on their behalf for operational improvements, and can suggest new ideas or projects that will make a difference in our overall customer operations.
• You’ve built trust, rapport, and mutual understanding with key collaborators across Sales, Rev Ops, Tech Support, and Data and Analytics.
• You've become a go-to resource for the CS team, providing valuable data analysis and creative solutions to complex problems.

Qualifications

• 3+ years of experience in an analytical role (sales operations, quantitative analyst, consulting, strategy, etc.) - who can easily work with data (namely Tableau, gSheets) and other systems to both provide reporting and identify patterns or solutions.
• Advanced analytical skills and expertise with Excel (GSheets) required, alongside meaningful experience with Salesforce operations or administration.
• A “doer” with a flexible mindset – someone who is naturally proactive, and is excited by the prospect of tackling new problems, sometimes without complete information or instructions.
• Someone who is able to ‘zoom’ in and out of the business, pairing attention to granular detail with the ability to see the bigger picture.
• Clinical or Healthcare Informatics experience is a plus, but not required.
• Excellent written and oral communication skills required.