Customer Success Operations Analyst

Do you have outstanding analytical skills and customer success expertise? Have you worked to associate disparate business data sources to analyze and visualize business trends? Can you be a motivated partner with all post sale customer enablement departments to help drive them towards success on a global scale? As a member of ExtraHop’s Operations team, this role is focused on partnering with the post sale teams to own strategy and drive analytical activities. 

Duties and Responsibilities

As a member of our Operations team, you will be responsible for:

• Creating reports and analyze data for patterns

• Ensuring effective data management and reporting on key metrics.

• Providing analytical and reporting support for operational leadership

• Analyzing area/regional growth performance

• Collaborating with other cross functional team, sales, services, marketing and to improve business performance

• Performing customer analysis and operational activity analysis in support of all post sale enablement departments. 

• Owning and executing Customer Intelligence programs, such as our annual Net Promoter Score survey and CSAT surveys

• Oversee & administer the use of related software platforms such as Tableau, Salesforce, Survey Monkey, Groove, Outreach and Eloqua

• Design, track and report on relevant post-sale activity KPI’s and metrics

• Interpret data and recommend improvements that will drive customer outcomes

• Liaise with Sales/Renewals, Finance, Sales, Marketing and other teams collaborating and/or interlocking with Customer Success with respect to Net Retention, Churn, Renewals and Cross Sell/Up Sell efforts

• Analyze customer health trends and maintain a dashboard of segmented customer accounts to characterize overall customer health, trends and risks

• Help support the creation and/ro leverage of content for internal Quarterly Business Reviews

• Work with Customer Success leadership to support the Heal Desk program which identifies distressed customers and tracks corrective actions that will improve the probability of customer retention

• Leverage existing Salesforce CRM and other tools to continually improve CS processes through automation, data enhancement and process tuning. 

As a starting point for this position, you’ll need the following background:

• Four-year college degree, preferably in a technical, analytical or financial field of study or equivalent work experience

• Have demonstrated abilities to aggregate, analyze and present large datasets and derive business insights and recommendations from such data

• Expert user in SalesForce reporting 

• Expert manipulating data for reporting in Google sheets and Excel

• Good presentation and written communication skills

• Ability to work effectively with professionals of different teams, especially Customer Success, Finance and Sales

• Demonstrated ability to function in a detailed-oriented manner, organizing a number of priorities in parallel and a consistent ability to produce deliverables on time

• Prior experience understanding of the demands of a customer-facing support and services organization

• Experience with Networking, Cyber Security or Software development a bonus 

• Experience with Gainsight a plus

$80,000- $101,000 + benefits+ options

Applicants must be authorized to work for ANY employer in the U.S.  We are unable to sponsor or assume sponsorship of an employment Visa at this time.