Senior Customer Success Operations Analyst

Who are we -

Aryaka is the global leader in fully managed SD-WAN and SASE services. Delivered as-a-service for a variety of modern deployments, we make it easy for enterprises to consume network and network security solutions. Aryaka uniquely combines innovative SD-WAN and security technology with a global network and a managed service approach to offer the industry's best customer and application experience. Coupled with being recognized for the 2nd year in a row by Gartner's "Voice of the Customer and listed on the "Inc. 5000 America's Fastest-Growing Private Companies" our clients include hundreds of global enterprises, including several from the esteemed Fortune 100. We have strong partnerships with companies that include Palo Alto Networks, Check Point Software Technologies, as examples, and we are backed by incredible investors that include Goldman Sachs, Third Point Ventures, and others. We are actively seeking top talent to join our growing team. Are you ready?

Why Aryaka -

We have won "Great Places to Work" World-Wide for 2 consecutive years because we have an amazing company culture that is inviting, collaborative, supportive, and inclusive to our employees. We encourage our employees to expand their knowledge base and provide the tools to help them get there. We are always innovating and looking at ways to improve and expand, and we listen to our employees and their ideas. We have an amazing group of very respected "Thought Leaders" who are always open to mentoring. We consider ourselves great Corporate Citizens which we show through our "Women In Technology" Program and "AryakaCares" Program as well as others. Our Benefits are World-Class and a flexible work structure to allow you to maximize on your work/life balance. As Aryakans, we are 100% dedicated to being an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the "whole person" without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

You will have -

• 5+ years of experience in an Operations role, preferably at a technology company
• Data first thinking with impeccable attention to detail
• Demonstrated proficiency navigating SFDC and utilization of Exce
• A passion for process optimization and a dedication to driving improvement
• BA/BS, preferably with a technology or business focus

Good for you to have -

• A Customer-First mindset and passion for supporting customer-facing teams

• Thrive in a fast-paced working environment, understanding when to prioritize work requirements and knowing when to pivot
• Proven ability to work autonomously while knowing when to ask for support and assistance
• Show excitement about working in a learning and growth culture
• Effective problem solving, showing ownership, and following issues until resolved.
• Demonstrated ability to build strong internal working relationships across all levels of the organization.

You will definitely possess these technical skills -

• Demonstrated Salesforce and Microsoft Office suite proficiency, specifically Excel and Power Point.
• Demonstrated ability to analyze customer data to identify Best Practices.

Bird's eye view of your role -

Support the Customer Success Managers in their customer management process through data aggregation, analysis and other data cleansing exercises, whether that requires system enhancements, process automation or manual processes delivery. Respond to inquiries from cross-functional teams regarding customer data. Provide guidance for quote and contract processes to customer facing teams regarding the proper structure of deals, advising on standard terms, system utilization, and data hygiene. Support the customer facing team members to help build Opportunities and Quotes, ensuring the team receives timely and accurate support for their customers. Work closely with Finance, Legal and Operations to optimize contract terms and close deals. Help provide context to support the analysis of data in the regular business cadence. Deliver ad-hoc data analysis as needed to support specific initiatives (billing, implementation accuracy, customer utilization, customer inquiries, etc.) Implement the proposed changes for CSM coverage and capacity. Help deliver tools, systems and process training for the customer facing teams. Assist in the upkeep and improvement of SFDC, our CPQ tool, and any other tools, processes or systems that require refinement.

What will you bring -

Be eager and nimble in supporting the CSM team always, with regards to Salesforce management and work with cross functional teams to facilitate smooth flow of the CSM processes and fast resolution of customer issues which will need logical analysis of each case, attention to every detail and good communication skills.

What are your performance objectives -

• Be a fast learner and puck up on all salesforce processes and parallel workflow with minimum guidance
• Support the CSM team always, but give equal priority to system hygiene and adherence to laid down processes at all times.
• Assist Customer Operations Manager with all data analysis data cleansing assignments/ projects.
• Train and support CSM team when new process or tools are introduced.
• Flag inefficiencies in processes/ tools, suggest on process developments to make work easier and faster for the CSMs. Reach out teams concerned to get bugs fixed without any delay.
• Support the cross functional teams as and when needed during the Last Mile services life cycle.

How will your lofty goals be translated into specific actions / short term goals -

• By the end of the first month, should become conversant with the processes and tools in use.
• By the end of third month must be able to help the team with quote approvals, billing related issues, system related issues and LMS quotes.
• By the end of sixth months, should be able to analyse salesforce reports and suggest and contribute in process development initiatives.

What's in it for you? (EVP - Employee Value Proposition) -

Aryaka is the global leader in fully managed SD-WAN and SASE services. Delivered as-a-service for a variety of modern deployments, we make it easy for enterprises to consume network and network security solutions. Aryaka uniquely combines innovative SD-WAN and security technology with a global network and a managed service approach to offer the industry's best customer and application experience. In such a case the CSM operations role becomes exciting and challenging and gives operations personnel an ocean of opportunity to explore, learn and excel in system management skills, improve cross functional communication capabilities and ability to handle any situation that might crop up in a customer complaint resolution environment.

Aryaka Networks, Inc. is an equal opportunity employer and supporter of Diversity, Inclusion, and Belonging. All candidates from all backgrounds, ethnicities, genders, and gender identity are strongly encouraged to apply. Aryaka considers the "whole person" without regard to race, color, religion, sex, national origin, physical or mental disability, or veteran status.

Third Party Agency Notice: Aryaka does not accept unsolicited resumes from 3^rd party agencies. Should any agency send a resume to any employee within Aryaka without explicit invitation, the resume will be considered a gift and no fee will be paid. All agencies must have a signed contract from Talent Acquisition management prior to any engagement.