Manager, CS Operations Reporting – Analytics

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

📋 Description

• Lead a team focused on Customer Success reporting, dashboards, and analytics.

• Supervise the design, development, and implementation of operational reporting and dashboards.

• Maintain operational metrics and reporting frameworks that offer insights into Customer Success performance.

• Manage dashboards and reports utilizing Salesforce, BI tools, and operational data platforms.

• Ensure the timely provision of recurring KPI reporting and analytical insights.

• Validate the accuracy of reports and the integrity of data.

• Oversee, mentor, and support the professional growth of Business Operations Analysts.

• Prioritize analytics projects and reporting initiatives effectively.

• Collaborate with Customer Success, CS Operations, Professional Services, Account Management, and Support leadership to establish reporting requirements.

• Convert operational inquiries into analytical specifications.

• Enhance reporting automation, workflows, KPI definitions, reporting methodologies, and analytics capabilities.

• Present reporting outcomes, trends, insights, and recommendations to Customer Success leadership.

⛳️ Requirements

• Bachelor's degree in Management Information Systems, Business Administration, Economics, Finance, or Statistics.

• Over 5 years of experience in analytics, reporting, or operations analysis.

• Minimum of 2 years of management experience.

• Proficient in Salesforce.

• Advanced skills in Microsoft Excel or Google Sheets, including logical formulas, lookups, and pivot tables.

• Familiarity with BI tools such as Power BI, Domo, and Databricks.

• Experience in SaaS or technology organizations.

• Background in supporting Customer Success or services organizations.

🏝️ Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution.

• 401(k) matching contribution of 50% of employee contributions deferred on up to 6% of compensation; vesting after one year of employment.

• Generous Paid Time Off.

• Paid Parental Leave programs.

• Company-paid Life and Disability benefits.

• Flexible Spending Account.

• Employee Assistance Programs.

• Company-sponsored Business Resource & Special Interest Groups.

• Professional development opportunities.

• Tuition reimbursement programs.

• Unlimited access to LinkedIn Learning.

• Global presence and in-person collaboration opportunities.

• Remote availability for some roles.