Sr Customer Operations Analyst

Job Description: As a member of the team, your role will be to lead the development of advanced analytics and reporting frameworks for gaining actionable insights into customer behavior, product usage, and success metrics. You will be responsible for guiding executive-level reporting and influencing strategic decisions. Additionally, you will drive continuous improvement in customer operations by identifying, designing, and implementing scalable, cross-functional process enhancements. Taking ownership of defining and optimizing customer lifecycle stages and segmentation strategies will also be a key part of your responsibilities. You will be tasked with developing and refining proactive engagement models to support customer retention, satisfaction, and expansion. Moreover, your role will involve designing advanced customer health models to proactively identify churn risks and expansion opportunities. As a subject matter expert on operational best practices and customer success analytics, you will recommend and pilot new tools, technologies, and methodologies to enhance team performance. Your role will also include acting as a knowledge resource within the department to build operational maturity. Collaborating with the Professional Services organization to streamline and support operational processes, ensuring alignment with overall customer success strategies and driving efficiencies across services delivery will also be part of your responsibilities. Key Responsibilities: - Lead the development of advanced analytics and reporting frameworks - Drive continuous improvement in customer operations - Define and optimize customer lifecycle stages and segmentation strategies - Develop proactive engagement models for customer retention and expansion - Design advanced customer health models for churn risk identification - Recommend and pilot new tools, technologies, and methodologies - Act as a knowledge resource within the department - Collaborate with Professional Services organization for operational process support Qualifications Required: - Bachelor's degree in Business Administration, Data Analytics, Operations Management, or related field - 4+ years of experience in customer operations, sales operations, or a strategic business operations role - Proficiency in Salesforce, Gainsight, Excel, Tableau, Power BI - Strong communication and stakeholder management skills - Ability to manage multiple complex priorities in a fast-paced environment - Deep understanding of SaaS metrics and B2B customer success dynamics,