We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than **400 people** across 7 countries work with us, **remotely or in a hybrid way**, to make life easier for over **4,000 companies** using Pipefy in more than **150 countries**. Since our founding in 2015, we put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.
We are seeking a highly motivated and detail-oriented Senior Customer Success Operations Analyst to join our dynamic team. The ideal candidate will have a strong background in sales operations, data analysis, process improvement and be ready to serve as a Business Partner to our business leaders. In this role, you will provide insights to drive decision-making, focusing on enhancing efficiency and effectiveness in sales processes. You will collaborate with cross-functional teams, analyze data, and implement strategies to optimize sales performance.
Main Responsibilities:
Operational Leadership:
- Oversee the daily operations of the customer success team
- ensure smooth and efficient workflows
- Implement best practices to optimize processes and improve service levels.
Data Analysis:
- Develop and maintain dashboards and reports to track key performance indicators (KPIs) and customer success metrics.
- Identify trends, and drive continuous improvement.
- Create and present detailed reports to senior management.
- Collect, analyze, and interpret customer success data to provide actionable insights connected with customer journey improvement / outcomes.
Process Improvement:
- Identify areas for operational improvement and develop strategies to enhance efficiency and customer satisfaction.
- Implement changes and track their impact aligned with the BPM and RevOps team
Team Management:
- As a Senior part of your scope is to lead, mentor, and support the MID and Junior analysts in RevOps team
- Foster a positive and productive work environment.
Customer Experience:
- Ensure high levels of customer satisfaction by monitoring and improving the quality of touch provided.
- Address escalated customer issues and work towards timely resolution (based on the KPIs)
- Focus on how to support CSMs in combined actions with the enablement team to deliver customer success through outcomes based on the Adoption and engagement KPIs in order to ensure renewals.
Technology Integration and Efficiency:
- Collaborate with Data & Tools and other departments to implement and optimize customer success tools and systems.
- Stay updated with the latest technologies and recommend solutions that enhance operations.
- Focus on automating the customer journey and offering a cockpit to the CSMs within the CS tool in order to generate efficiency, agility to the team.
Training and Development:
- Develop training programs and materials to ensure the team is well-equipped with the necessary skills and knowledge.
- Conduct regular training sessions and performance evaluations.
Cross-Functional Collaboration:
- Work closely with other departments such as GTM, Sales, Marketing, Partners ecosystem and Product Development to ensure a cohesive approach to customer success and overall business objectives.
- Participate in cross-functional projects to drive company-wide initiatives.
Forecast and Planning Management:
- Assist in the preparation and management of the Customer Success budget and planning, ensuring accurate forecasting and goal attainment to achieve a more predictive revenue outlook.
- Monitor expenses and ensure cost-effective solutions.
Key Performance Metrics:
- Define, evaluate current KPIs and monitor key performance metrics related to customer success journey
- Provide regular insights into performance trends and areas for improvement.
Requirements:
- Bachelor’s degree in Business Administration or a related field.
- Over 2 years of proven experience in Customer Success or Experience, with strong operational or technical expertise, ideally in a mid-sized to large organization.
- Advanced proficiency in data analysis tools (e.g., Excel, SQL, Tableau, Python) and Salesforce; experience with Catalyst is a plus.
- Strong understanding of Data Intelligence and Governance principles.
- Expertise in account allocation and capacity planning.
- Exceptional analytical and problem-solving abilities, with a sharp attention to detail.
- Excellent communication and interpersonal skills, with experience in reporting operational data to cross-functional stakeholders.
- Ability to work independently and collaboratively in a fast-paced environment.
- Familiarity with CS methodologies and best practices.
- Ability to work independently and collaboratively in a fast-paced environment.
Benefits:
Brazil
- Health and Dental insurance
- Life insurance
- Flexible hours (40h/ week)
- Flexible monthly meal allowance
- Monthly home office allowance
- Home office setup allowance
- Psychological assistance (employees or legal dependents)
- Gympass
- Maternity / Paternity leave (Maternity 6 months/Paternity 3)
- Babysitting / Elementary school allowance
- Complementary nutrition assistance
- Vet insurance
- Birthday day off
- Marriage leave (7 days)
- Bereavement Leave (10 days)
- Pet bereavement leave (2 days)
- Individual funeral aid
- Education Allowance
- Payroll loan
- Financial consulting
- Udemy
- Coworking space
