Fleetio · 2 days ago
Customer Experience Operations Analyst
Remote - USA
Full-time
Remote
Mid Level
3+ years exp
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Responsibilities
Develop and maintain a comprehensive reporting framework to track key customer success metrics, including customer health, adoption, usage, and renewal rates.
Conduct in-depth data analysis to identify trends, opportunities, and areas for improvement within the customer base.
Partner with cross-functional teams to gather and analyze data from various sources, including CRM, support ticketing systems, and product usage data.
Develop and deliver regular reports and dashboards to provide actionable insights to the Customer Experience teams.
Conduct pricing analysis to evaluate pricing strategies, identify opportunities for optimization, and support pricing decision-making.
Analyze churn and retention data to identify at-risk customers, understand churn reasons, and help develop strategies to improve customer retention.
Administer Gainsight or Zendesk (or both) to ensure optimal configuration, data integrity, and user adoption.
Support the development and maintenance of standard operating procedures (SOPs) for tool usage and best practices.
Provide training and support to Customer Success and Support teams on tool utilization.
Troubleshoot issues and resolve problems related to tool functionality.
Identify opportunities for process improvement and automation within the tools.
Qualification
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Required
3-5 years of experience in a customer success, operations, or analytics role, preferably in high-growth B2B SaaS companies.
Bachelor's degree in Business Administration, Finance, Economics, or a related field.
Strong proficiency in data analysis tools, such as SQL, Excel.
Excellent analytical and problem-solving skills.
Strong attention to detail and accuracy.
Excellent at communicating complex data analysis.
Ability to work independently and as part of a team.
Self-motivated and results-oriented.
A passion for customer success and a desire to drive operational excellence.
Preferred
Experience with Gainsight or Zendesk administration.
Experience with Salesforce or other CRM systems.
Knowledge of customer success methodologies and best practices.
Experience with project management.
Benefits
Multiple health/dental coverage options
Vision insurance
Incentive stock options
401(k) match of 4%
PTO - 4 weeks
12 company holidays + 2 floating holidays
Parental leave- birthing parent (12 weeks paid) non-birthing (4 weeks paid)
FSA & HSA options
Short and long term disability (short term 100% paid)
Community service funds
Professional development funds
Wellbeing fund - $150 quarterly
Business expense stipend- $125 quarterly
Mac laptop + new hire equipment stipend
Monthly catered lunches
Fully stocked kitchen with tons of drinks & snacks
Remote working friendly since 2012
Company
Fleetio
Fleetio is a web-based fleet management system that helps businesses get more from their moving assets.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$170.08MKey Investors
Elephant
2023-05-26Series C· $144.69M
2020-11-12Series B· $21.14M
2019-03-18Series A· $3.5M
Leadership Team
Jonathan Sides
Chief Financial Officer
Tony Summerville
Founder & Executive Chairman
Recent News
GlobeNewswire News Room
2024-10-31
GlobeNewswire
2024-05-19
The Business Journals
2024-05-19
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