Operations Analyst

As an Operations Analyst at CDK, your role is to closely collaborate with team leadership, functional leaders, and employees to monitor metrics across channels, follow defined processes, and take corrective action to support functional outcomes. Your proactive approach in reacting to changing business patterns will position CDK to deliver process excellence and adoption throughout the organization. The primary objective of your role is to ensure accuracy and compliance of processes execution for a function or region, resulting in measurable performance and identification of areas for optimization. Your position empowers you to make decisions that align with business objectives. Key Responsibilities: - Serve as the subject matter expert for all Salesforce (SFDC) processes and data related to the Customer Success team. - Design, build, and maintain advanced reports and dashboards in SFDC to track key performance indicators (KPIs) such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn, product adoption, and customer health. - Manage custom objects, fields, formulas, validation rules, and workflows within SFDC to support CS business requirements. - Partner with CS leadership to translate strategic objectives into operational processes within the tech stack. - Identify opportunities for process automation to enhance the efficiency of the Customer Success Manager (CSM) team. - Analyze customer data to identify trends, risks, and opportunities, presenting findings and recommendations to CS leadership. - Develop and maintain a comprehensive customer health scoring model by synthesizing data from multiple sources. - Support forecasting for renewals, churn, and expansion opportunities. - Collaborate with Sales Ops and IT to optimize the integration architecture for scalability and performance. - Own and manage the end-to-end data integration between Salesforce and Totango, ensuring data integrity, accuracy, and timeliness. - Troubleshoot and resolve synchronization issues, mapping discrepancies, and data flow errors between the two platforms. Qualifications: Minimum: - Salesforce Administrator (Preferred - Certified) - Salesforce Reports and Dashboards - Automation: Building and maintaining workflows, process builder flows. - Establish Integration between Salesforce and other platforms - Strong documentation skills Preferred: - 3-5 Years of experience as a Salesforce Administrator At CDK, inclusion and diversity are fundamental values that inspire meaningful connections to people, customers, and communities. We foster an open and curious environment that encourages different views, allowing everyone to be their best selves and make a positive impact. Applicants for employment in the US must be authorized to work in the country. CDK may offer employer visa sponsorship to eligible applicants.,