[Hiring] Client Success Operations Analyst @Ursus

Role Description

The Client Success Operations Analyst is a pivotal role responsible for developing metrics utilizing various data sources such as Salesforce, Snowflake, Qlik, and Smartsheet. This role leverages tools like MS Excel, PowerPoint, SFDC, ServiceNow (SNOW), Highspot, and Qlik Sense to provide crucial support to our client success organization. As a Client Success Operations Analyst, this individual plays a critical role in ensuring the accuracy and consistency of metrics. They bring visibility to Key Performance Indicators (KPIs), deeply understand Global Client Onboarding and Global Client Engagement data, and perform audits to maintain data accuracy, ultimately driving the efficiency of the Global Client Success function, from Onboarding to Client Engagement.

• Collaborate in the preparation of weekly, monthly, quarterly, and year-end reports, ensuring their timely and error-free delivery.
• Provide recommendations and insights, ensuring the data tells a story.
• Utilize technology, including Snowflake, Qlik, ServiceNow, and SFDC, to provide real-time insights into KPIs.
• Integrate data from various sources (Smartsheet, Excel, SFDC, SharePoint, ServiceNow, etc.) to generate metrics, reducing the need for manual data manipulation and redundant data entry.
• Create various types of visualizations in tools such as Smartsheet, SFDC, ServiceNow, Highspot, and Qlik Sense.
• Work in partnership with the Back office located in Hyderabad, India, to provide ad hoc metrics and translate those metrics into insights.
• Demonstrate the ability to work both independently and collaboratively within a team environment.
• Communicate effectively with internal and external stakeholders, including executive leadership.
• Be open to flexible work hours and shifts as required to support and partner with a global team.

Qualifications

• Qlik development capabilities
• Experience working in a dynamic, fast-paced technological environment.
• Experience working with Highspot, MS Excel, PowerPoint, SharePoint, Smartsheet, ServiceNow, Qlik Sense, and SFDC
• Good Analytical and logical skills
• Ability to present data, provide observations, and recommendations based on insights

Preferred Qualifications

• Bachelor's and/or Master's Degree in Data Science highly desired, or equivalent experience

Benefits

• Individual compensation is determined by skills, qualifications, experience, and location.
• Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated.
• In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter, and 401K benefits with company matching.

Fair Chance Policy

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.