Sr. Operations Analyst

Acquire Intelligence; Pasig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Acquire Intelligence, a global outsourcer, is seeking an analytics-focused professional to drive Customer Success Operations insights from data. You will partner with CS leadership to improve processes and retention.

You will lead cross-functional projects, develop dashboards, and ensure timely delivery by managing plans, risks, and dependencies. Strong communication is essential to translate complex analyses into actionable guidance for end users.

Qualifications

• 5+ years in analytics / business operations / finance / consulting; SaaS is a bonus.
• Bachelor’s degree in business, information systems, or related field.
• Experience with CRM platforms and Gainsight.
• Experience coordinating cross-functional projects in operations or CS.
• Strong written and verbal communication; ability to translate changes for end users.
• Comfort in fast-paced environment with evolving priorities.

Responsibilities

• Analyze customer data to deliver actionable insights for Customer Success.
• Lead or coordinate cross-functional projects for CS operations processes, systems and enablement.
• Develop and maintain project plans, timelines, status updates, and action-item tracking.
• Identify risks and escalates issues to support timely delivery.
• Build dashboards and reports on key business metrics and challenges.

Skills

Data analysis

Project management

Cross-functional coordination

CRM systems

Dashboards

Gainsight

Education

Bachelor's degree in business / related field

Tools

Gainsight

SharePoint

Power BI

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 analyses on Customer data (Health, Risk & other Customer Journey data) which result in 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 and maintain project plans, timelines, status updates, and action-item tracking for operational initiatives.
• Identify project risks, blockers, and dependencies, and escalte issues as needed to support timely delivery.
• 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, 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, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers to 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 of professional experience in an 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 in an operations, Customer Success, Support, or systems environment.
• 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 experience maintaining process 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 and demonstrates strong knowledge of relevant factors in the industry

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