[Hiring] Customer Operations and Analytics Manager @Optro

Role Description

We are seeking a Customer Operations & Analytics Manager to join our Client Advisory Services (CAS) Operations & Analytics team to partner with our broader CAS organization to drive effectiveness and efficiency of our organization. This role will help build the foundation in helping scale our post sales and customer obsession processes. The Customer Operations & Analytics Manager will help us execute against our strategic priorities while taking ownership of helping build post sales infrastructure, processes and cross-functional relationships as we continue to scale.

This is a great opportunity to grow your operations & analytics career, while also driving efforts to enhance business outcomes for our Client Advisory Services (CAS) organization that includes:

• Customer Success
• Customer Education
• Onboarding & Implementation
• Customer Support
• Renewals

Key Responsibilities

• Partner with functional leads to help design and improve processes, workflows, and tools that support scalable operations and evolving user needs.
• Document complex business processes, requirements, wireframes, and specifications. Uncover opportunities for improvement.
• Develop and prepare insightful reporting and data insights for the Client Advisory Services team and leadership using tools such as Tableau and Snowflake.
• Recognize the need to enhance essential operational and analytical dashboards, and define the requirements to enhance them as business needs evolve.
• Consult with business stakeholders and data engineering counterparts to determine the best analytical approaches to drive actionable insights, including information gathering and the development of tools to measure success.
• Help design and improve processes, workflows and manage post-sales tools that support scalable operations.
• Support planning and quarterly business reviews with reliable and timely analysis.
• Continuously improve reporting automation, data quality, and analytical frameworks as business needs evolve.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Mathematics, or similar quantitative field
• 3+ years of sales or post sales / professional services operations experience working, ideally in the software / SaaS industry and/or management consulting
• Exposure to CRM systems (Salesforce), CS platforms (Gainsight), Professional Services tools (RocketLane), and data warehouses (Snowflake)
• 3+ years of technical experience performing data analysis and driving insights through visualization tools such as Tableau or PowerBI
• Strong analytical skills with proficiency in SQL.
• 2+ years of experience and proficiency in Excel skills or GSheet, with ability to use VLookup, XLookup, nested statements and pivot tables
• Affinity for defining strategic and scalable processes
• Ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Strong critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions
• Strong communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
• Analytical and problem-solving skills to frame key strategic questions and structure and execute the analysis from complex data sets to answer those questions

Benefits

• Launch a career at one of the fastest-growing SaaS companies in North America and EMEA!
• Monthly work from home allowance - varies by location
• Benefits depend on location but include statutory coverage
• Competitive compensation & bonus program
• Annual leave and holidays
• Employee resource groups
• Opportunities for team and company-wide get-togethers!
• *perks may vary based on eligibility/location

Company Values

• Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.
• Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.
• Drive innovation: Create the future. Continuously improve what exists and invent what’s next.
• Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.
• Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.