Customer Success Operations Analyst / Sr Analyst

T-Net British Columbia; Vancouver; Hybrid; CAD 88,000 - 132,000; Full time

Job summary

An established industry player is seeking a Customer Success Operations Analyst to enhance their Customer Success organization. This role is pivotal in driving customer outcomes and maximizing revenue retention through strategic process improvements and insightful data analysis. You will collaborate closely with various teams, ensuring alignment with strategic goals while fostering a culture of data-driven decision-making. If you're a self-motivated, analytical thinker with a passion for enabling others and driving meaningful impact, this opportunity is perfect for you. Join a dynamic team that values collaboration and innovation in a hybrid work environment!

Qualifications

• Experience in Customer Success or Revenue/Sales analytics in a high-tech environment.
• Strong data-driven mindset with a focus on process improvements.

Responsibilities

• Improve operational reporting for Customer Success and related functions.
• Track business performance indicators and surface critical insights.

Skills

Customer Success

Revenue/Sales analytics

Data Analysis

Project Management

Communication Skills

Emotional Intelligence

Operational Mindset

Tools

Gainsight

ServiceNow

Business Intelligence tools (Tableau, Looker, Domo)

Excel

Job description

Customer Success Operations Analyst / Sr Analyst

Job Overview

Visier is the leader in people analytics and we believe in a 'people-first' approach to business strategy. Our innovative technology transforms the way that organisations make decisions, allowing them to elevate their employees and drive better business outcomes. Embarking on an exciting new chapter in our growth story, we are looking for talented individuals who can help both Visier and our customers grow, evolve and win!

As the Operations Analyst, you will play a key role in scaling Visier's Customer Success (CS) organization to drive outstanding customer outcomes, maximize revenue retention, and fuel growth. You will develop and implement strategic, scalable processes that enhance customer engagement, deliver measurable business impact, and position Visier as a trusted partner.

We are looking for a self-motivated, intellectually curious, and highly collaborative individual to drive meaningful insights and actions that enhance the impact of our Customer Experience organization. Reporting to the Chief Customer Officer, you will be a trusted partner to leaders across Customer Success, Professional Services, Tech Support, and Education, supporting strategic initiatives that improve productivity and drive business growth.

This role will be based at our head office in Yaletown, Vancouver. Visier operates a hybrid work schedule Mon - Fri WFH and Tues - Thurs office based.

What you'll be doing...

• Improve the operational reporting that helps us understand how best to manage the Customer Success, Professional Services, Technical Support, and Education functions of Visier.
• Track and analyze leading indicators of business performance to identify insights and opportunities.
• Aligning and monitoring cross-functional projects and investments to align with strategic goals and keep pace with our annual plan.
• Support divisional initiatives, acting as a PMO for some projects and as the project manager for others.
• Identifying and investigating risk and operational improvement opportunities, ensuring a rhythm of insight for operating leaders.
• Working with revenue operations, CX operating leaders, and IT to ensure that we have clear requirements for reports, dashboards, and other management tools that keep us informed of risks and keep pace with our annual goals.
• Independently gather and interpret data to surface insights, identify and recommend areas of improvement, and work with leaders to prioritize the improvements based on business impact.
• Build necessary reports and dashboards and create charts, data sets, slides, and supporting documentation for various meetings (i.e. risk review, project delivery status, QBRs, and other critical meetings).
• Perform deep analyses on the leading indicators and surface critical business insights to enable leaders to move from insight to action quickly.
• Creating a rhythm of management reports (and narratives) that build on items like our retention forecast, project risk dashboard, and capacity/utilization dashboard. Drive an operating cadence, which includes everything from gathering data, improving predictive measures, running analysis, and facilitating forecasting and planning.
• Manage special projects that involve communication, coordination, and alignment with Visier's customer base and other functions.

What you'll bring to the table...

• You've worked in Customer Success, Professional Services, Revenue/Sales analytics, operations, or a similar role within a high tech environment.
• Data-driven by nature, you never stop asking why and what problem are we solving, constantly forming and testing hypotheses while validating assumptions with data.
• You understand the value of analytics and are eager to drive process improvements while helping stakeholders refine how they use data for decision-making.
• With an operational mindset, you quickly adapt to systems and naturally apply technology to revenue-generating processes.
• Familiarity with Gainsight, ServiceNow, Business Intelligence tools (ex. Tableau, Looker, Domo, etc.), and Excel.
• You have strong communication skills, able to gather requirements from non-experts and effectively translate them for technical teams.
• High emotional intelligence (EQ) enables you to build meaningful relationships with stakeholders and navigate cross-functional dynamics effectively.
• Motivated and resourceful, you find fulfillment in enabling others and driving meaningful impact.
• A big-picture thinker, you grasp overarching goals while understanding how each component contributes to the end result.
• Thriving in a fast-paced, growing company, you embrace change with an entrepreneurial mindset and are comfortable iterating rapidly.

Most importantly, you share our values...

• You roll up your sleeves.
• You make it easy.
• You are proud.
• You never stop learning.
• You play to win.

The base pay range for this position in Canada is $88,000 - $132,000 / year + bonus.

The compensation offered will be determined by factors such as relevant qualifications, experience, knowledge and skills. Many of our positions are eligible for additional types of compensation (e.g., commission plans, bonus, etc.) which our Talent Acquisition team will share with you if you interview for the role.