Sr Customer Operations Analyst
Sr Customer Operations Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
WHAT YOULL DO
The essential functions include but are not limited to the following:
- Strategic Analysis and Insight Development: Lead the development of advanced analytics and reporting frameworks that provide actionable insights into customer behavior product usage and success metrics. Guide executivelevel reporting and influence strategic decisions.
- Process and Program Leadership: Drive continuous improvement of customer operations by identifying designing and leading the implementation of scalable crossfunctional process enhancements.
- Customer Lifecycle Strategy: Take ownership of defining and optimizing customer lifecycle stages and segmentation strategies. Develop and refine proactive engagement models that support customer retention satisfaction and expansion.
- Risk Mitigation: Design advanced customer health models to proactively identify churn risks and expansion opportunities.
- Innovation and Thought Leadership: Serve as a subject matter expert on operational best practices and customer success analytics. Recommend and pilot new tools technologies and methodologies to enhance team performance.
- Mentorship and Influence: Act as a knowledge resource within the department to build operational maturity.
- Support for Professional Services Operations: Collaborate with the Professional Services organization to streamline and support operational processes ensuring alignment with overall customer success strategies and driving efficiencies across services delivery.
WHO YOU ARE
Bachelors degree in Business Administration Data Analytics Operations Management or related field.
- 4 years of experience in customer operations sales operations or a strategic business operations role.
- Proven track record of leading highimpact crossfunctional initiatives.
- Advanced proficiency in Salesforce Gainsight (or equivalent CS platforms) Excel and business intelligence tools (e.g. Tableau Power BI).
- Strong communication and stakeholder management skills with experience presenting to senior leadership.
- Ability to operate autonomously and manage multiple complex priorities in a fastpaced environment.
- Deep understanding of SaaS metrics and B2B customer success dynamics.
WHAT ELSE
- Masters degree in Business Analytics or a related discipline.
- Experience with customer journey mapping and digital engagement strategies.
- Certification in operations management or a related field.
At our core Trintechers stand committed to fostering a culture rooted in our core values Humble Empowered Reliable and Open. Together these values guide our actions define our identity and inspire us to continuously strive for excellence in everything we do.
All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
Required Experience:
Senior IC
Employment Type
Full-Time
