Restaurant365 · 3 days ago

Revenue Operations Analyst - Customer Support

United States

Full-time

Remote

Mid Level

$90K/yr - $115K/yr

4+ years exp

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Responsibilities

Data Analysis & Reporting: Track and analyze R365 Customer Support Team’s key performance indicators by identifying areas for improvement and providing actionable insights and recommendations

Data Analysis & Planning: Collaborate with cross-functional teams such as Finance, Data & Analytics, and Product to provide a holistic picture of Customer Support Team’s performance

Customer Support Tools: Monitor and analyze adoption of CS software tools by understanding their role within the Customer Lifecycle (Freshdesk in particular)

Customer Support Strategy: Initiate and lead projects that support continued scalability of the Customer Support team and help meet customer renewal targets

Customer Support Process Design: Continuously evaluate customer support lifecycle, while introducing process efficiencies through automation and process streamlining

Thought leadership: Proactively identify industry best practices and help bring innovative ideas to the Customer Support and the wider Customer Success organization about how to scale the organization and drive growth for our customers

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Saas industry experienceFreshdeskSystem administrationConfigurationProject managementExcel skillsAdvanced excelPivot tablesVlookupFilteringFunctionsFormulasCustomer support processesCustomer upsell processesProblem solvingAnalyticalSelf-starterEffective communication work independently attention to detailGainsightPendo

Required

4+ years functional Customer Support or Customer Success Operations experience in the SaaS industry

Analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools

Proficiency in Freshdesk or equivalent support ticketing systems, with a keen understanding of system administrations and configuration

Proficient in scoping out process and system changes and ability to understand their impact on the overall customer success lifecycle

Proficient in project management with demonstrated ability to drive projects from start to finish

Advanced Excel skills (Pivot tables, VLOOKUP, filtering, functions, and formulas)

Effective communication skills and the ability to build cross-functional relationships across the organization

Knowledge and understanding of customer support and customer upsell processes

Ability to work independently with a high degree of accountability

Strong Attention to detail and data integrity