Descrição
Do you want to work at a high-growth company where your impact is seen and rewarded? Are you looking for the autonomy to do your best work? We are seeking a *Customer Success Operations Analyst *to accelerate revenue growth and enable us to scale. This role will report to the Director of Operations. As a member of the team, you will assist in the execution of various projects and initiatives that will drive Affinity's Go-To-Market strategy.
What you'll be doing
- Support internal change management activities for standard processes and tools
- Provide data and insights to develop and implement lifecycle processes, policies, and metrics to support customer outcomes and business growth
- Assist in creating/improving customer journey and touchpoints across our various customer-facing teams (support, onboarding, growth & strategic)
- Create and coordinate key reporting for the leadership team, to translate data and insights into executive dashboards on customer adoption, sentiment, advocacy, and business results (i.e., forecasts,renewals, expansions, churn)
- Lead product usage data initiatives, liaison with product teams to provide visibility into exactly where each customer is and what the next appropriate step is for the adoption journey
- Update and manage processes and playbooks in our Customer Success platform
- Understand and prioritize the needs of customer-facing teams such as Customer Support, Customer Success, Onboarding, Customer Marketing, and their customer data to inform the creation and execution of a cohesive strategy
- Develop and maintain monthly reports of actual data and forecast modeling.
Qualifications:
Required
- 3+ years of experience in a similar role, at a high-growth company, supporting a Sales or Customer Success organization
- Strong track record of developing and presenting revenue-related KPIs to leadership (preferably in a b2b SaaS startup environment)
- Expert Excel / Google Sheets skills, including experience manipulating large amounts of raw data
- Experience pulling data from a modern tech stack (eg. Salesforce, Outreach, Gong, Totango )
- Configuration of Looker or similar, Amplitude an asset
- Baseline understanding of post-closed-won processes and finance terminology (eg. billing, collections, revenue recognition)
- Maintains a long-term outlook while being revenue-focused when architecting solutions to challenges
- Strong attention to detail and project management skills
Nice to have
- MBA in Analytics strongly preferred
- Passion for learning, problem-solving, working cross-departmentally
- Autonomous, self-driven, and able to thrive in ambiguity
What you'll enjoy at Affinity
- We live our values as playmakers who are obsessed with learning, care personally about our colleagues and clients, are radically open-minded, and take pride in everything we do.
- Health Care coverage and flexible personal & sick days. We want our team to be happy and healthy :)
- We provide an annual budget for you to spend on education and offer a comprehensive L&D program - after all, one of our core values is that we're #obsessedwithlearning!
- We support our employee's overall health and well-being and reimburse monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
- Virtual team building and socials. Keeping people connected is essential.
About Affinity
We are passionate about helping dealmakers in the world's biggest relationship-driven industries to find, manage, and close the most important deals. Our Relationship Intelligence platform uses the data exhaust of trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers with their networks to deliver automated relationship insights that drive over 450,000 deals every month. We have raised over $120M and are backed by some of Silicon Valley's best firms. With over 1700 customers in 70 countries on our platform, a 4.8 Star Glassdoor rating and being ranked in the Inc. 5000 fastest growing companies, we need more great people to help us scale even more.
The more diverse our team is, the more we'll learn from each other, and the better our company and our product will be. Whatever your gender, race, sexual orientation, religion, age, veteran status, favorite Spotify playlist, or social, cultural, or economic background, we can't wait to welcome you to Affinity!