Senior Business Operations Analyst - Customer Success

June 14

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The Most Accurate Intelligent Document Processing Platform

Artificial Intelligence • Machine Learning • Intelligent Automation • Intelligent Document Processing • Insurance Automation

201 - 500

💰 $100M Series E on 2021-12

Description

• Support the development and execution of customer-success strategies and initiatives. • Analyze business processes and workflows to identify gaps, inefficiencies and recommend improvements. • Collaborate with cross-functional teams to implement & track operational changes. • Drive continuous improvement: Monitor key performance indicators (KPIs) and develop dashboards to track operational metrics. • Document and maintain key process guides and policies. • Conduct in-depth analysis of customer health & services business to identify trends, variances, and areas of opportunity. • Prepare weekly, monthly and quarterly comprehensive reports and presentations for senior management and stakeholders. • Extract, analyze, and interpret a wide range of customer and business related datasets to provide actionable insights. • Utilize advanced analytical tools and techniques to support data-driven decision-making. • Ensure data accuracy and integrity in all analyses and reports. • Develop and maintain financial models to support business forecasting, budgeting, and strategic planning. • Lead and manage projects from initiation to completion, ensuring timely delivery and alignment with business goals. • Coordinate with various departments to ensure seamless project execution and communication. • Prepare project documentation, including plans, timelines, and status reports. • Proactively identify risks and issues & work with stakeholders to recommend and implement appropriate mitigations. • Help hold teams and individuals accountable for maintaining high quality standards per our internal policies and compliance requirements.

Requirements

• Bachelor’s degree in Finance, Business Administration, Economics, or similarly technical field. • Minimum of 5 years of experience in financial analysis and/or business operations, customer success operations, or related roles. • Preferably with some experience working for an enterprise software company in a high-growth environment. • Proficiency in financial planning and analysis. Advanced spreadsheet skills and deep experience with Salesforce and common data analysis tools (e.g., SQL, Snowflake, Looker or similar). • Strong analytical and problem-solving abilities with a keen attention to detail. • Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely. • Proven project management skills with the ability to lead cross-functional teams and manage multiple projects simultaneously. • Strong understanding of business operations and strategic planning processes. Ability to prioritize & scope work aligned to business objectives. • Experience working in or with Customer Success or Professional Services organizations • Some experience with process improvement methodologies (e.g., Six Sigma, Lean) preferred • Some experience using Qualtrix XM, and HubSpot preferred