Revenue Operations Analyst

Job Description

Role & responsibilities As a CS Operations specialist, you will work closely with the post-sales organization which includes support team, onboarding and customer success team to support strategic and tactical initiatives. You will monitor post-sale activities and metrics such as NPS, renewals, expansions, to ensure elevated customer experience post-purchase. This is a hands-on role focused on solving real-world problems, optimizing processes, and enabling seamless execution across teams. Key Responsibilities 1. Process Optimization and Best Practices : - Identify inefficiencies in customer-facing processes and implement solutions to reduce time-to-value. - Create and maintain playbooks for handling customer queries and escalations. - Develop, document, and share best practices for running NPS campaigns, customer advocacy programs, nurture, onboarding, QBRs/EBRs etc. - Maintain an up-to-date knowledge base for internal and customer use. - Document FAQs, troubleshooting steps, and operational workflows. 2. Customer Insights and Analytics : - Track key customer metrics by segments (e.g., NPS, churn, engagement, renewals, expansions). - Generate insights from customer data to drive retention, expansion and upsell opportunities. 3. Support Enablement : - Optimize tools like Hubspot, Zendesk, Intercom, or Freshdesk for customer support workflows. - Liaise with product and engineering teams to resolve customer issues quickly. - Work with marketing on customer education and advocacy programs. Preferred candidate profile -1-3 years of experience in problem solving, and applying structured thinking, in a consulting role or in any other analyst/operations roles. -Prior experience in customer success, support, or operations in a B2B SaaS company is a plus, not a requirement. -Strong analytical skills and ability to work with data is a strong requirement for this role. Knowledge of SQL or BI tools for customer data analysis is a plus. - Excellent problem-solving skills, a proactive mindset, and hands-on approach to challenges. - High attention to detail with the ability to manage multiple priorities in a fast-paced environment. - Good written and verbal communication skills, with the ability to collaborate effectively across teams. - Tech savviness, and comfort with CRM and customer support tools (e.g., Hubspot, Salesforce, Zendesk, Intercom). - Experience with customer engagement platforms like Gainsight is a nice-to-have. Why join us? - High growth stage: The Company is a high-growth, Series B, B2B SaaS company with a collaborative and innovative culture. - Experienced Founding Team: Our founders bring rich experience from building and scaling products. Youll work with leaders who have successfully built and exited startups previously. - High-Impact Role: Join a high-impact role in a fast-growing market. You’ll have the opportunity to work on impactful projects that drive real business outcomes. - Career Growth : It offers a chance to make a significant impact and grow your career in marketing operations. - Startup Culture: Become part of a fun, fast-paced, and empowering startup environment that champions big challenges. You’ll join a high-velocity team that values customer-centricity, ownership, and playing as one team.