Customer Success Ops Analyst

Job Purpose:

Reporting to the Director of Customer Success, the Customer Success Ops Analyst will be responsible for handling the day-to-day tasks on the operational and technical side of customer success. They're responsible for monitoring customers and creating the relevant metrics associated with each account.

From tool setup to reports and revenue forecasts, the CS Ops analyst should be able to handle just about anything from the operational side of both the customer success department and the customers themselves.

This fast-paced role offers an opportunity for a results-driven candidate looking to grow in the hospitality technology industry, as they will be part of a team with a top-performing hotel technology product for hoteliers worldwide.

Given our business model, where our customers pay us over time, Customer Success is vital to our long-term profitability. We will be successful if our customers are receiving massive value from our service.

Responsibilities:

Essential Functions:

• Analyze data from various sources (eg: ChurnZero, Zendesk, Salesforce, etc.) to build and improve leading indicators across multiple customer segments and journey stages
• Detect signs of early risk within our customer base, and work with multiple stakeholders to build a programmatic approach to reduce churn and flat renewals
• Identify opportunities for process automation and optimization, with a focus on scalability and driving significant growth
• Support the development and rollout of systems and digital tools to improve the team's effectiveness and efficiency and provide increased customer insights through data and automation
• Perform analysis based on a variety of factors, including customer segmentation, product usage, churn reason, and adoption analysis
• Own and assist on special projects such as but not limited to: Analyzing customer health, risk, and adoption trends
• Develop methods, processes, systems, and tools to support our customers in different segments
• Create and coordinate key reporting for the Cendyn leadership team, partnering with the Analytics team to provide reporting on customer adoption, sentiment, advocacy, and business results (i.e., forecasts, renewals, expansions, churn)
• Curate content and playbooks to allow the team to more efficiently and consistently deliver customer outcomes
• Work with cross-functional teams to ensure the successful implementation of new customer programs and initiatives.
• Monitor key CS metrics and identify areas for improvement

Requirements:

Required Education and Experience:

• Minimum 5 years of experience in Customer Success or Customer Support with proven Operations and Financial expertise. Relevant courses / training are nice-to-have
• Excellent analytical skills with the ability to identify and correlate metrics relevant to customer goals in order to drive customer success and inform the efforts of the entire team.
• Automation and playbook setup, automating tech-touch.
• Monitoring internal team processes.
• Revenue forecasting.
• Monitoring customer metrics and activity.
• Expert reporting skills.
• Knowledge of Data Intelligence and Governance principles.
• Account allocation and capacity planning.
• Experience communicating and reporting operational data to cross-functional internal stakeholders.
• Advanced IT&C knowledge and capabilities and ability to quickly learn and perform in new software environments.

Competencies:

• Planning and Organizational Skills - Excellent organizational, planning, and proven ability to manage multiple priorities.
• Office Tools - Strong technical aptitude and skilled in Microsoft Windows-based office tools including presentation software, database software and desktop applications. Proficiency in Microsoft Office products: Outlook, Excel, Word, PowerPoint. Basic abilities with SharePoint and Smartsheet are a plus.
• Analytical and Conceptual Thinking - Ability to interpret and analyze situations, identify solutions, and formulate recommendations for effective management.
• Innovation - Ability to initiate creative thinking to accomplish continuous improvement and evolution of the department.
• Communication - Excellent communication and presentation skills. Solid communication skills to effectively deal with various levels of management, staff, and/or outside contacts.

Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

Work Schedule: Monday through Friday, 2 PM to 11 PM IST and subject to changes by Manager's communication. This will allow the most overlap across all US time zones to ensure adequate collaboration. This role will be working in hybrid mode and will require at least 2-3 days' work from office at Hyderabad.