Sr CS Operations Analyst

The Sr Customer Success Operations Analyst is a valuable member of the RevOps team and is the driving force behind the seamless functioning of customer success initiatives within the organization. Tasked with optimizing processes and leveraging technology, this team ensures the efficient delivery of customer success programs. 

By analyzing customer data, implementing effective tools, and collaborating across departments, the Sr Customer Success Operations Analyst contributes to the enhancement of customer experiences and the overall success of the organization. Their strategic planning and cross-functional coordination play a critical role in not only retaining customers but also fostering growth and ensuring the continual delivery of value to customers through products or services.

This hire will work closely with CS leadership, including international teams. The ideal candidate would be ET/CT preferred for time zone purposes.

Day to Day:

• Create and coordinate key reporting for the CS leadership team, partnering with internal teams including Sales, Customer Support, and Data Analytics to provide insight into customer journey metrics (Onboarding, Adoption, Renewal, Expansion, and Advocacy), and business results (forecasts, renewals, expansion, churn, etc.)
• In collaboration with other team leaders, oversee the tracking and analysis of reporting results compared to KPI's
• Determine critical gaps and offer suggestions to improve weak KPI outcomes
• Develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth, assisting in defining appropriate touch points (e.g., human-lead and digital) throughout the customer journey (pre- and post-sale).
• Coordinate, develop, and execute scalable programs and campaigns to drive onboarding, adoption, renewals, expansion, and identify and neutralize customer risk
• Curate content and playbooks to allow the team to deliver customer outcomes more efficiently and consistently
• Develop methods, processes, systems, and tools to support our customers in each segment: enterprise, commercial, and partner
• Identify opportunities for process automation and optimization with a focus on scalability and driving significant growth
• Collaborate with the GTM Enablement team to develop training and enablement to drive efficiency
• Build trusting relationships and credibility with key stakeholders and partners across the organization

What You Bring:

• Leverage strong communication skills to both gain input from and influence stakeholders to improve project decision-making
• Relevant experience within or supporting Customer Success teams
• Advanced knowledge of Excel required with experience in other data analysis and BI tools.
• Experience using Gainsight (Customer Success Management System)
• Strong analytical skills
• Ability to successfully prioritize multiple projects/initiatives
• Excellent problem-solving, project management, interpersonal, and organizational skills
• Excellent communication skills (written and oral) as well as proven relationship-management skills; ability to present complex ideas in a clear, concise fashion to all levels, including senior executives
• You share our values and work in accordance with those values
• Ability to work in a remote work environment across varying time zones

Nice to Have:

• SaaS and B2B experience preferred
• Salesforce experience and knowledge of enterprise SaaS tools

About Sisense:

Sisense stands as a beacon of light in the embedded analytics landscape, recognized globally for pioneering solutions that infuse intelligence into every facet of business. As we continue on our journey and explore the vast opportunities of the API economy, we're positioning ourselves for unprecedented growth.

Our vision is bold and transformative: a future where analytics and insights underpin every decision, every process, and every interaction. Our team, an amalgamation of diverse perspectives and unique skills, is our secret weapon. At Sisense, we foster a culture of innovation, collaboration, and inclusivity, powering our relentless drive to redefine what's possible in the world of analytics.

Join us in this ambitious journey. This position offers more than a job; it's a chance to reshape the industry, redefine the future of analytics, and be a part of a team that's pushing boundaries. Let's shape the future of analytics together.

**USA Only

For roles in the US, Applicants must be authorized to work in the US as we are unable to provide employer sponsorship at this time.

CO Posting: The base pay range for candidates located in Colorado is $90,000-$105,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs. A bonus, equity, commissions, and restricted stock units may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered. This position may be considered a promotional opportunity. The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in Colorado. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.

NYC and CA Posting: The base pay range for candidates located in New York City and California is $90,000-$105,000 (/yr). The salary of the finalist selected for this role will be based on a variety of factors, including but not limited to market location, internal equity, job-related knowledge, experience and training, education, skill sets, and other business and organizational needs.The disclosed salary range represents an estimate of the base compensation for candidates who can or will be located in New York City or California. This range may vary with respect to candidates whose primary work location is outside those jurisdictions.