On behalf of Tipalti , SD Solutions is looking for a talented Operations Analyst to step onto a fintech unicorn rocketship! SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer. As an Operations Analyst , you will work closely with the Customer Success, Customer Support, Support Engineering, Payment Ops, and Compliance teams to analyze data, streamline processes, and optimize the customer experience. Your role will be instrumental in supporting customer retention, revenue growth, and satisfaction by identifying areas for improvement and implementing solutions for efficient operations. Responsibilities: Data Analysis: Conduct a thorough analysis of customer data (usage patterns, feedback, churn assessments) to identify trends, opportunities, and at-risk accounts. Provide actionable insights through comprehensive reporting on team performance, churn, and progress toward monthly and quarterly goals. Lead data hygiene efforts, ensuring the integrity of customer data by conducting regular cleanup activities and implementing best practices. Process Improvement: Standardize and implement automation solutions for Quarterly Business Reviews (QBR) and other customer interactions using the Churnzero platform, enhancing customer engagement and team efficiency. Implement automation solutions within Churnzero to streamline Customer Success Manager (CSM) tasks, improving efficiency and consistency in customer interactions. Ensure thorough documentation of processes and maintain regular reporting on operational efficiency and success metrics. Performance Monitoring: Develop and maintain key performance indicators (KPIs) to track the effectiveness of customer success initiatives and regularly report insights to the management team. Lead account forecasting initiatives, using data trends to anticipate customer needs, optimize resource allocation, and improve renewal and retention rates. Generate insightful reports on team performance, tracking monthly goals, and providing actionable recommendations based on trends and performance metrics. Customer Feedback & System Optimization: Coordinate the collection and analysis of customer feedback to identify areas for improvement in product and service offerings, and propose actionable solutions. Develop customer segmentation strategies based on Ideal Customer Profile (ICP), use-case analysis, engagement models, and regional factors, enabling targeted and personalized customer success initiatives. Optimize customer success tools and systems in collaboration with the technical team to ensure accurate data tracking and seamless operations. Cross-Functional Collaboration: Collaborate with cross-functional teams to develop and refine customer success processes, ensuring streamlined operations and efficient customer onboarding, adoption, and retention. Leverage cross-functional synergy to enhance customer milestone tracking, ensuring key customer engagements and achievements are monitored and celebrated effectively. Renewal Operations & Advocacy: Lead the development of Renewal Operations processes, ensuring seamless contract renewals and maximizing customer lifetime value. Conduct churn assessments and enhance customer health tracking mechanisms to proactively identify at-risk accounts and implement retention strategies. Establish Customer Advocacy Program mechanisms to identify, reward, and track advocates, leveraging customer milestones and engagement metrics. Training and Support: Provide training and ongoing support to customer success teams on best practices, tools, and processes to ensure consistent and effective customer engagement and problem resolution. Requirements: Bachelor's degree in Business Administration, Marketing, or a related field. A master's degree is a plus. Proven experience in data analysis and operations management , preferably in a customer-facing role. Proficiency in Excel, PowerBI, or other data analysis tools. Strong analytical and problem-solving skills with the ability to translate data into actionable insights. Familiarity with CRM and customer success software (e.g., Salesforce, Churnzero, Zendesk, JIRA, PowerBI, or similar tools). Understanding of customer survey execution and metrics (NPS, CSAT, CSES, Custom surveys, etc). Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams. Detail-oriented with strong organizational and time management abilities. Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. A customer-centric mindset with a strong focus on delivering exceptional customer experiences. Advantages: Prior experience in a customer success or customer support operations role. Familiarity with project management methodologies and tools such as Monday.com. Prior experience in FinTech, Banking, and/or Payments. Knowledge of SaaS (Software as a Service) or technology industry trends. About the company: It is a global payables automation platform that provides a cloud solution to scale and automate global payables operations. The startup has already raised $565M funding. #J-18808-Ljbffr
