Position: Customer Success Operations Analyst
Company: FirstFive
Category: Other
Experience required: 2y
English level: upper

**About the Project:**
As an Operations Analyst supporting our Customer Success teams, you will join a growing group of central roles to scale our customer base. The Customer Success team is in charge of retaining and expanding existing clients. An ideal candidate will be a data and systems-oriented, growth-focused, and results-driven individual who can support a variety of strategic and operational projects and systems. In this role, you will act as the go-to person for all customer's data and systems-related operations, work cross-functionally to consolidate, organize and analyze data from all parts of the organization.

**Industry:**
Fin-tech

**Key Responsibilities:**
- Work directly with the Customer Success Leadership and CSMs to understand the business processes and needs of the organization

- Work with cross-functional teams (Sales Ops, Data Analytics, Product and R&D) to instrument data and processes to help meet retention and expansion targets

- Define, document and implement key processes across the Customer Life cycle

- Own data accessibility and supports systems maintenance, including system configuration, administration, external integrations, reports, dashboards and workflows

- Support the Customer Success team in driving renewals, gross retention, and risk forecasting processes

- Complete data analysis to gather insights required to make key business decisions, such as renewal data, product adoption metrics, and others.


**Requirements:**
- Bachelor’s Degree

- At least 2 years experience (SaaS company - an advantage)

- Strong analytical and technical skills and an aptitude for working with data

- Excel a must, SQL preferred, and Tableau a plus

- A proven experience as a CRM administrator (Sales force - an advantage)

- Strong Sales/CSM Tools reporting experience - in one or more of SFDC, Gainsight, Totango, ClientSuccess, ChurnZero

- Highly collaborative, team-oriented, and comfortable leading cross-functional projects

- Ability to work independently and drive projects from start to finish

- Excellent critical thinking skills, able to break down ambiguous problems into concrete, manageable components and effectively communicate solutions

- High level of English