Customer Success Operations Jobs

Job Title:

Customer Success Operations – Lead Analyst

Role Overview:

Seeking an experienced analyst to lead the revenue forecasting and retention reporting processes within the Customer Success organization.

The Opportunity

Building meaningful customer partnerships is not just something we talk about at Trellix, it’s a core value in everything we do. From product development to sales, marketing and support, providing our customers with better outcomes in protecting and securing their organizations is our mission. We’re looking for a growth-minded, curious and analytical Lead Analyst to help accelerate our growth and create positive impact to our customers. This key role will be at the center of our customer journey transformation, partnering across several areas at Trellix and directly impacting critical areas such as Customer Success, Customer Experience, and Product Management. We’re looking for someone who is driven, courageous, innovative, and passionate about innovating new ways to drive growth while keeping our customers at the center.

In this role you’ll be a key business partner to the Sr. Director, Customer Success Operations and VP of Customer Success, empowering the organization with data-driven perspectives, recommendations and insights that move the needle in our results and strategies. It’s a unique blend of business partnering, business modeling & analytics, plus management reporting that enables you to make a direct and immediate impact. As part of the larger Customer Success Ops team, you’ll be empowered to participate in cross-functional projects that support our larger mission of customer outcomes transformation such as business process improvements, (including reviews of our licensing models and approach), and implementation of new CRM modules to create more resilient business processes that drive customer outcomes. Being at the center of this customer journey transformation is exhilarating, and the growth opportunities are endless if you accept the challenge to join Trellix and own the role.

In This Role You Will

• Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy
• Work with Customer Success organization to influence and improve processes that impact the customer experience, renewal rates, expansion and/or predictability.
• Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and / or scale improvement (system upgrades, process improvements, etc.)
• Develop relevant reporting and metrics to understand, measure, and drive financial and operational performance of the business, including but not limited to:
  • Track and report team & individual results including renewal rates, retained ARR, quarterly forecasts, etc.
  • Create, track and report on customer success territories for individuals and teams, and track movement of territories over time
  • Create, track and report renewal pipeline and opportunities
  • Design and create ad-hoc reporting and analysis to improve the current and future state of the customer success organization
• Help drive components of our customer experience transformation, including:
  
  • Help identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale
  • Providing feedback in architecting new system requirements, business processes and investments
  • Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy
  • Work with Customer Success organization to influence and improve processes that impact the customer experience, renewal rates, expansion and/or predictability.
  • Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and / or scale improvement (system upgrades, process improvements, etc.)
• Help identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale
• Partner with customer success management to support weekly forecasting processes, monthly and quarterly reporting processes, and ultimately annual planning and territory management processes
• Create, track and report renewal pipeline and opportunities
• Track and report team & individual results including renewal rates, retained ARR, quarterly forecasts, etc.
• Design and create ad-hoc reporting and analysis to improve the current and future state of the customer success organization
• Create, track and report on customer success territories for individuals and teams, and track movement of territories over time
• Synthesize and analyze data from different sources to provide key insights to drive actionable strategies, streamline key business processes, function in an international environment, and drive performance improvements for the business.
• Providing feedback in architecting new system requirements, business processes and investments

In Return You Will Bring

• Experience with Siebel, SalesForce or similar CRM or ERP systems
• Understanding and knowledge of data engineering processes, query languages and ETL tools & processes
• Expert knowledge of data visualization and experience with DV tools such as Looker, Tableau, Qlik or Power BI
• Resilient and resourceful individual that enjoys solving complex problems
• Demonstrated history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.
• Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization
• Possesses the confidence to implement change and improve on the status quo
• Expert knowledge of Excel/Google Sheets, MS Office and G-Suite tools
• Strong interpersonal and communication skills, including establishing credibility and trust with internal customers and building influential relationships with partners in the business.
• 5+ years of related experience, minimum, in a SW or SaaS Operations environment
• Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change
• Strong work ethic and customer service mentality
• Deep understanding of SaaS renewals business, expiring & secured baselines, contract erosion, cohort and product renewal rates, etc

For Bonus Jobs:

Base Pay Range: $110-125k Actual base pay within this range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include annual bonuses and long-term incentives, subject to various metrics and company policy.

For Sales Commission Jobs:

This position is paid (in part) on a commission basis. The Base Pay Range is $110-125k- The On Target Earnings (OTE) Range (base pay plus on target commission). Actual base pay within the Base Pay Range and actual OTE within the OTE Range will depend on varying circumstances, including the work location, individual qualifications, company budget and other operational business needs. Compensation may also include long-term incentives, subject to various metrics and company policy.

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Pension and Retirement Plans
• Paid Parental Leave
• Medical, Dental and Vision Coverage
• Paid Time Off
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.