Customer Operations and Analytics Manager

This is a fully remote position, open to applicants in Poland.

📋 Description

• Collaborate with functional leaders to design and enhance processes, workflows, and tools that support scalable operations and adapt to evolving user requirements.

• Document intricate business processes, requirements, wireframes, and specifications while identifying areas for improvement.

• Create and deliver insightful reports and data analytics for the Client Advisory Services team and leadership using tools like Tableau and Snowflake.

• Identify the need to upgrade critical operational and analytical dashboards, and establish the requirements to enhance them as business needs change.

• Consult with business stakeholders and data engineering teams to determine the optimal analytical methods for generating actionable insights, including gathering information and developing tools to assess success.

• Assist in designing and refining processes, workflows, and managing post-sales tools that facilitate scalable operations.

• Aid in planning and conducting quarterly business reviews with timely and reliable analysis.

• Continuously enhance reporting automation, data quality, and analytical frameworks as business needs advance.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Finance, Mathematics, or a related quantitative discipline.

• Over 3 years of experience in sales or post-sales/professional services operations, preferably within the software/SaaS industry and/or management consulting.

• Familiarity with CRM systems (Salesforce), customer success platforms (Gainsight), professional services tools (RocketLane), and data warehouses (Snowflake).

• More than 3 years of technical experience in data analysis and generating insights through visualization tools such as Tableau or PowerBI.

• Strong analytical abilities with expertise in SQL.

• At least 2 years of experience and proficiency in Excel or Google Sheets, including skills in VLookup, XLookup, nested statements, and pivot tables.

• A strong aptitude for defining strategic and scalable processes.

• Capability to work across functions to comprehend business requirements and translate them into effective application usage.

• Exceptional critical thinking skills with the ability to dissect complex problems into manageable parts for solution development and effective communication.

• Excellent communication and interpersonal skills; well-organized and adept at multitasking across various tasks/customer situations concurrently.

• Strong analytical and problem-solving skills to frame essential strategic inquiries and structure the analysis from complex data sets to address those inquiries.

🏝️ Benefits

• Monthly work from home allowance - varies by location.

• Benefits vary by location but include statutory coverage.

• Competitive compensation and bonus program.

• Annual leave and holidays.

• Employee resource groups.

• Opportunities for team and company-wide gatherings!