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Customer Operations and Analytics Manager

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 Dublin, Ireland
Supply Chain/Logistics, English
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Job Description:

The Manager of Customer Operations and Analytics plays a unique role within the greater Go-to-Market Operations team. This person will be responsible for the oversight of day-to-day activities, as well as taking on strategic initiatives and projects in helping maintain and evolve data, processes, and systems that define our customer relationships. This person will be a key partner for our Customer Success organization. The role requires excellent organizational skills, as well as an excellent attention-to-detail.
Main Responsibilities
* Leverage technologies and tools to develop workflows to understand and communicate with our customers
* Own the rollout of new tools and reports including how-to guides and enablement materials post-launch
* Serve as an authoritative resource on standard metrics, methodologies and domain knowledge for the Customer Success organization.
* Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide a path to escalation and mitigation
* Extract and analyze large data sets to deliver meaningful insights around retention and expansion, and proactively report on trends and suggestions for improvement
* Partner with internal teams to develop dashboard roadmaps and define analytical insights with associated capabilities
* Leveraging large amounts of account and customer data make recommendations on ideal customer journeys
* Support the Customer Success Organization with data and analysis as needed
Requirements
* 3-5 years of hands-on Customer Operations, Customer Success or Sales Operations
* Prior experience in Analytics or comparable rogle
* Strong analytical skills and fluency in Excel, Gainight (or similar), Salesforce, Tableau (or similar)
* Excellent organizational, project management, and communication skills
* Ability to thrive in a fast-paced, team-oriented environment
* Proven success collaborating with cross-functional stakeholders
Bonus points if
* Experience with advanced database segmentation
* SQL or NoSQL Experience
* Prior reporting experience in Eloqua or other marketing automation platform(s)
* Experience with Segment or APIs
Main Responsibilities
* Leverage technologies and tools to develop workflows to understand and communicate with our customers
* Own the rollout of new tools and reports including how-to guides and enablement materials post-launch
* Serve as an authoritative resource on standard metrics, methodologies and domain knowledge for the Customer Success organization
* Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide a path to escalation and mitigation
* Extract and analyze large data sets to deliver meaningful insights around retention and expansion, and proactively report on trends and suggestions for improvement
* Partner with internal teams to develop dashboard roadmaps and define analytical insights with associated capabilities
* Leveraging large amounts of account and customer data make recommendations on ideal customer journeys
* Support the Customer Success Organization with data and analysis as needed
Requirements
* 3-5 years of hands-on Customer Operations, Customer Success or Sales Operations
* Prior experience in Analytics or comparable role
* Strong analytical skills and fluency in Excel, Gainsight (or similar), Salesforce, Tableau (or similar)
* Excellent organizational, project management, and communication skills
* Ability to thrive in a fast-paced, team-oriented environment
* Proven success collaborating with cross-functional stakeholders
Bonus points if
* Experience with advanced database segmentation
* SQL or NoSQL Experience
* Prior reporting experience in Eloqua or other marketing automation platform(s)
* Experience with Segment or APIs
*(COMPANY NAME), Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.*

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Source: Company website
Posted on: 25 Jul 2020
Languages: English
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