Sr. Operations Analyst

Acquire Intelligence; Pasig; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Acquire Intelligence is an award-winning global outsourcer providing contact center and back office services. We’re seeking an analytics-minded professional to drive Customer Success Operations, using data to generate insights that improve retention and health metrics.

You will lead cross-functional projects, develop dashboards, and partner with Finance, Sales Operations, and Professional Services to optimize processes and elevate performance.

Qualifications

• 5+ years of experience in analytics, business operations, finance or consulting.
• Bachelor’s degree in business or related field, or equivalent experience.
• Experience with SaaS environments is a bonus.
• Experience with CRM platforms and data tools.
• Strong written and verbal communication, and cross-functional collaboration.

Responsibilities

• Leverage data to create analyses on customer data to drive insights and recommendations.
• Lead or coordinate cross-functional projects related to Customer Success Operations processes, systems, and enablement.
• Develop and maintain project plans, timelines, status updates, and action-item tracking for operational initiatives.
• Identify project risks, blockers, and dependencies, and elevate issues to support timely delivery.
• Analyze and evaluate the impact of key business initiatives, and surface insights and opportunities for the business.
• Build, maintain, and communicate detailed reporting, dashboards, presentations and analysis on key business metrics and challenges.
• Partner with Customer Success leadership to understand and develop scalable strategies to improve business processes and systems, focusing on retention and health goals.
• Develop a deep understanding of how Success Management correlates to Gross Retention across all products and customers.
• Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and Professional Services.

Skills

Analytics

Business operations

Project coordination

CRM platforms

Cross-functional collaboration

Communication skills

Attention to detail

Education

Bachelor's degree in business or related field

Tools

Gainsight

SharePoint

CRM systems

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Essential Duties

• Leverage data to create analyseson Customer data (Health, Risk & other Customer Journey data)whichresultin actionable insights and strategic recommendations for the Customer Success leadership team.
• Lead or coordinate small-to-medium cross-functional projects related to Customer Success Operations processes, systems, and enablement.
• Develop andmaintainproject plans, timelines, status updates, and action-item tracking for operational initiatives.
• Identifyproject risks, blockers, and dependencies, and elevate issues as needed to supporttimelydelivery.
• Analyze and evaluate the impact of key business initiatives, and proactively surface insights and areas of opportunity for the business.
• Build,maintain, and communicate detailed reporting, dashboards, presentationsand analysis on key business metrics and challenges.
• Partner with Customer Success leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customersto achieve retention and health goals.
• Develop a deep understanding of how Success Management correlates to Gross Retention across all products and customers.
• Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and Professional Services.

Required Qualifications

• 5+ years ofprofessional experience inan analytics/ business operations / finance / consulting role; prior experience with SaaS a bonus.
• Bachelor’s degree in business, information systems, communications, or a related field, or equivalent practical experience.
• Experience working with CRM platforms, Gainsight, SharePoint, or similar business systems and collaboration tools.
• Experience coordinating or leading cross-functional projects inanoperations, Customer Success, Support, orsystemsenvironment.
• Strong written and verbal communication skills, with the ability to translate process changes and system updates into clear guidance for end users.
• Some work experience in a similar or related area is preferred
• Strong organizational skills and attention to detail, including experiencemaintainingprocess documentation, resource libraries, or operational materials.
• Comfort working in a fast-paced environment with evolving priorities and cross-functional dependencies.
• Understands and applies analysis tools/techniques, issue resolution skills anddemonstratesstrong knowledge of relevant factors in the industry

Join the A-Team and experience the A-Life!