Sr. Analyst, Customer Success Strategy & Operations

Slack San Francisco , CA 94118

Posted 1 week ago

Sr. Analyst, Customer Success Strategy & Operations

Slack is looking for a Sr. Analyst, Customer Success Strategy & Operations to join our growing Customer Success Business Operations & Strategy team. This team helps make Slack, its Customer Success organization and our customers successful by providing context, insights, cross-functional partnership, and operational execution and excellence.

In this role, you will influence the strategy and execution for Customer Success by providing insightful analyses and actionable recommendations to the Customer Success leadership team. You will assist with tracking the monthly, quarterly and annual performance for the Customer Success team. You will be a centralized point of contact for Customer Success, acting as a link between CS and other teams within Slack such as Sales Operations, Field Operations, Business Systems, Business Analytics, and Finance.The right candidate will bring an operational and analytical mindset and the ability to zoom into the details and zoom out to see the big picture.

Slack has a positive, diverse, and supportive culturewe look for people who are curious, inventive, and work to be a little better every single day. In our work together we aim to be smart, humble, hardworking and, above all, collaborative. If this sounds like a good fit for you, why not say hello?

What you will be doing

  • Establish yourself as a trusted partner to the Customer Success leadership team and embed yourself in the business.

  • Represent both the Customer Success and the Ops/Finance perspectives within conversations, channels, and meetings.

  • Become an SME on all CSM-leveraged systems, processes, initiatives, reporting and dashboards.

  • Own components of the forecasting and planning process for Customer Success, helping to define targets and resource allocations.

  • Frame and break down complex problems into key components, design and execute on analyzing large and complex datasets to drive insights and provide recommendations to get results.

  • Report on key indicators, drivers and trends for the business on a monthly and quarterly basis, performing ad-hoc analyses as needed.

  • Build and maintain reports and dashboards within Salesforce, Gainsight, and/or FinancialForce.

  • Execute the implementation of process and systems enhancements.

What you should have

  • Bachelor's degree and 5+ years experience within a go-to-market strategy, operations and/or analytics role at a Saas-based company.

  • Previous experience using Salesforce CRM with an understanding of its basic structure and advanced reporting capabilitiesbonus points for experience with Gainsight and/or FinancialForce.

  • Experience using SQL to pull large data sets.

  • Exceptional interpersonal skillsyou are able to establish yourself as a trusted business partner who can influence decision-making and outcomes.

  • Aptitude for framing business questions in analytic terms and translating business requirements into useful datasets and analyses with actionable insights.

  • Experience driving projects from start to finish across multiple functions and departments.

  • Ability to work in a fast-paced, dynamic, and often ambiguous team environment.

Slack is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to

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Sr. Analyst, Customer Success Strategy & Operations