Analyst 

Job Description

RESPONSIBILITIES

• Cross-team collaboration: operational support for the Customer Success and Customer Support organizations, working collaboratively with members of these functions plus Sales, Finance, and other Operations teams.
• Prioritize and orchestrate strategic initiatives that drive growth and improve business performance (e.g., improving resourcing capacity planning, streamlining the customer journey, improving tools and systems).
• Develop content to support a global operating cadence: quarterly business reviews; talent and headcount reviews; customer health reviews; customer onboarding handoffs; etc.
• Strategic planning including customer analysis; resource planning; compensation design; all while enabling Customer Success to achieve their targets.
• Tracking KPIs and building reporting frameworks to enhance visibility, monitor organizational performance and provide senior leadership with actionable insights.
• Ensuring data integrity and hygiene to enable reliable reporting and effective decision-making.
• Helping teams problem solving to improve customer relationships and providing operational support to reduce noise that takes away from building healthy customer partnerships.
• Capture customer feedback and identify new ways to streamline the customer journey.
• Build relationships with key stakeholders to influence and improve the customer experience.  

What We’re Seeking

• Experience in business operations, analytics, program management, or related roles. Direct experience supporting Customer Success and/or Customer Support organizations in a B2B environment is a plus.
• Strong analytical skills with advanced proficiency in Excel (pivot tables, complex formulas, data analysis).
• Advanced PowerPoint skills with ability to create executive-ready presentations that translate complex challenges into clear, visually compelling narratives for diverse audiences.
• Experience with CRM systems, particularly Salesforce and ServiceNow (or willingness to become an expert quickly).
• Proven project management abilities with track record of driving cross-functional initiatives to completion.
• Excellent communication skills – ability to translate complex data into clear narratives for diverse audiences from frontline teams to executives.
• Demonstrated ability to build structure in ambiguous environments – you’re comfortable working through ambiguity. Flexible, adaptable, and able to respond to shifting and competing priorities.
• Collaborative mindset with ability to influence without authority and build trust across teams.
• Change management expertise with ability to guide teams through organizational transitions, including stakeholder engagement, communication planning, and adoption strategies that drive sustainable transformation.
• You’re the right fit if you:
• Think strategically but execute tactically – can zoom out to see the big picture and zoom in to fix the details.
• Build clarity from complexity – Ambiguity doesn’t intimidate you; you’re energized by creating structure and process.
• Are customer-obsessed – genuinely care about improving customer experiences and can see how operational excellence connects to customer satisfaction.
• Take ownership – When you commit to something, it gets done correctly and on time. You follow through and keep others accountable as well.
• Communicate effectively – can present to executives, collaborate with peers, and explain technical concepts to non-technical audiences.
• Navigate change with empathy and pragmatism – You understand that change is hard and know how to bring people along the journey, addressing concerns while maintaining momentum toward the goal.
• Stay calm under pressure – can manage competing priorities, tight deadlines, and shifting circumstances without losing quality or composure.
• Are curious and detail-oriented – ask “why” and dig into the data to find the real story.
• Work well across time zones and cultures – flexible and considerate when collaborating with global teams.
• Bachelor’s degree in Business, Analytics, Communications, or related field (or equivalent practical experience)

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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