Sales Operations Analyst

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

📋 Description

• Develop and sustain a customer health score that integrates order frequency, dispute rates, response times, fill rate satisfaction, and various other critical metrics.

• Create weekly reports categorizing at-risk accounts into red/yellow/green segments, detailing the specific factors influencing score fluctuations.

• Formulate a churn propensity model that identifies at-risk accounts 30–60 days prior to potential churn.

• Automate renewal dashboards with estimates of win probabilities.

• Assist with internal and customer data analysis requests to support executive and board-level decision-making.

• Produce monthly insights and reports to uncover expansion opportunities.

• Conduct market share analysis to track changes in wallet share.

• Monitor service behaviors and activities by account, highlighting opportunities for SLA upgrades.

• Create quarterly customer value reports for Account Managers and Customer Success Managers for quarterly business reviews (QBRs).

• Design executive-level presentations for monthly and quarterly business reviews.

• Maintain connections between internal databases, CRM systems, and business intelligence tools such as Power BI and Tableau.

• Develop and manage dashboards that refresh automatically on a weekly basis.

• Set up automated alerts for Customer Success Managers (CSMs) and Account Managers (AMs) when health scores reach critical thresholds.

• Document data definitions and standardize reporting processes.

• Collaborate with operations and IT to troubleshoot and resolve data quality issues at their source.

• Spearhead AI adoption for analytics and work with IT to implement analytic models in production.

• Introduce AI prompts and query interfaces for self-service by Account Managers and Customer Success Managers.

• Validate AI-generated insights, ensuring the accuracy and quality of data for customer-facing teams.

• Acquire subject matter expertise in emerging technology platforms and products.

• Report directly to the Vice President of Customer Operations and collaborate with customer-facing teams to assess measurable impact and refine analytics.

⛳️ Requirements

• Over 8 years of experience as a BI Analyst, Data Analyst, or Analytics Specialist, with a preference for Power BI expertise.

• Background in logistics, supply chain, distribution, or e-commerce fulfillment, with a strong preference for spare parts experience.

• Demonstrated ability to create dashboards that tell compelling stories and drive actionable insights, beyond mere visualizations.

• Understanding of service supply chain and spare parts logistics metrics.

• Proficient in Power BI or Tableau.

• Experience with connecting to ERP/WMS data sources.

• Familiarity with Python or similar programming languages for data analysis (including pandas and basic statistical functions).

• Knowledge of CRM data structures, such as HubSpot, Salesforce, or Pipedrive.

• Capability to translate business questions into specific data requirements.

• Excellent verbal and written communication skills.

• Customer-facing and customer-centric approach.

• Must possess the current and ongoing legal right to work in the United States without restrictions or expirations.

🏝️ Benefits

• Full-time employment.

• Remote work arrangement.