Vacancy expired!
Outcome Management Operations Analyst Smarsh is seeking an Operations Analyst to bepart ofthegrowingSmarsh Outcome Management Team.
Smarsh is an exciting and growing organization, and this role is an opportunity to make a real impact in our efforts.
Primary Responsibilities :
Develops and maintains accurate weekly, monthly, and quarterly Executive reporting
Produces quarterly analysis on KPIs to identify trends, develop, and finalize Board of Directors reporting
Generates and analyzes monthly rNPS reporting; facilitates cross-departmental review and tracks commitments-to-action
Generates and analyses customer data trends and works with Customer Communication Manager for deploying needed Customer Nurture campaigns
Manages and supports reporting necessary for for quarterly commission payout
Identifies data issues and partners with internal stakeholders to remediate or develops needed plans to improve
Generates SFDC KPI and Team Metric reporting, preforms analysis on trends on weekly and ad-hoc basis
Supports OM initiatives for customer-facing campaigns and coordinates SFDC data pulls and reporting analysis
Collaboratively work with OM Team for process and procedure adherence
Consistently document and maintain current processes and procedures for CS Team, manage communications for changes or improvements to processes and procedures
Partner cross-departmentally to remediate processing issues, identify needed workflow changes
Identify and deploy additional operational or automation opportunities to increase CS efficiency or to deliver improved customer service and experience
Collaborate and deliver high level of responsiveness to OM Leadership, Marketing, Finance, and CEO Staff
Requirements :
Ability to develop and report on project plans
Ability to influence and persuade senior level executives
Detail oriented
Proficiency at juggling multiple tasks
Ability to quickly analyze and understand data trends and problem solve
Advanced SFDC reporting knowledge with ability to build, customize, and maintain reports and dashboard
Advanced PowerBI reporting knowledge
Intermediate MS Office Suite knowledge (PPT)
BA / BS degree or 4+ years experience in customer success in lieu of a degree
