Senior Customer Success Operations Analyst

Your Title:  Senior Customer Success Operations Analyst

Job Location: Lake Oswego, OR or Westminster, CO (Hybrid - 3 days per week in office)

Our Department: AECO CSO

Reports to: Manager, Global CS Operations

Trimble strives to continually improve our customer experience, ensuring we put the customer and users at the center of all that we do. To achieve this, the Customer Success team focuses on our customer base to ensure deep adoption of our technologies, driving strong retention and growth in customer accounts across the globe. We're in an exciting part of our journey to grow and mature the Customer Success muscle at Trimble, and we're seeking an experienced, results-driven Senior Customer Success Operations Analyst to step into a pivotal, established role. This individual will be instrumental in optimizing processes, enhancing data integrity, and streamlining workflows within the Customer Success organization, immediately contributing to our ongoing evolution.

What You Will Do

The Senior Customer Success Operation Analyst will be instrumental in mapping the customer journey across Trimble AECO, focusing on process optimization, reporting, and analytics. A key objective of this role is to enhance customer retention and adoption by providing clear visibility and transparency into critical customer trends.
 

• Lead Reporting & AI Analytics: Drive the development and implementation of automated reports and dashboards and leverage AI for insightful analysis across all Customer Success and Renewals functions, including key metrics like Net Retention and Churn. 

• Optimize Financial Operations: Collaborate with Finance on quarterly reports and annual commission contracts, ensuring new-hire compliance.

• Present Strategic Insights & Roadmaps: Present Customer Success KPIs (e.g., net retention, churn) and roadmap deliverables to Trimble AECO leadership.

• Foster Cross-Functional Collaboration: Support Go-to-Market activities by building internal relationships and partnering with BI, CRM, Sales Ops, Product, and Marketing.

• Analyze & Improve Churn: Conduct in-depth churn analysis, identify root causes, and develop improvement strategies using data and AI.

• Strategically Manage Books of Business (BOBs): Work with managers to assign BOBs to CSMs, using data like ARR and customer health.

• Drive Operational Efficiency & Automation: Identify and resolve recurring Customer Success data inconsistencies, championing new technologies for automation.

• Support & Empower the CS Organization: Provide daily operational data/analysis to the 100-member North America and EMEA Customer Success/Renewal teams.

• Assist Executive Leadership & Strategy: Support Customer Success leadership with executive reporting, analytics, presentations, and roadmap/OKR/KPI development.

• Lead Strategic Projects & Change Management: Drive technical initiatives aligned with the Customer Success roadmap, analyzing pre/post-sales processes for improvements.

• Standardize Tools & Reporting: Standardize Customer Success tools, dashboards, and reporting across platforms like Salesforce, Domo, Gainsight, Gong, and Pendo.

• Enhance Customer Health & Insights: Develop analytics/dashboards/reports for product utilization, customer lifetime value, and health scores; partner with Sales Ops on KPIs.

What Skills & Experience You Should Bring

• Bring 3-5 years of proven experience in an Analyst capacity, ideally within Sales Operations, Customer Success Operations, Finance, or Business Operations.

• Hold a Bachelor's degree or possess equivalent practical experience.

• Strong analytical and research capabilities, complemented by a solid grasp of Google Suite and Gainsight. Technical proficiency in Excel, Salesforce, Domo, and Pendo is essential.

• The ideal candidate will also possess demonstrable experience with AI and automation technologies. This includes, but is not limited to, familiarity with AI-powered tools for data analysis, customer sentiment analysis, predictive modeling, and automated workflow solutions. Practical experience in implementing or managing automation initiatives within a customer success or operations environment is highly desirable.

• Demonstrate strong self-starter capabilities, technical acumen, and comfort navi