Sr. Analyst, Customer Success Operations

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
As a Sr. Analyst, Customer Success Operations you will establish an efficient approach to Customer Success Operations, to influence and apply standard process methodologies for the Customer Success function within the Customer Success Group. You will also help implement change management strategies, driving processes and policy development that scale.

What You'll Own

• Develop operational procedures for the CSG Customer Success organization
• Work with and communicate changes to the senior team members globally across our Operations, Customer Success, Services, Renewals, Sales and Product teams
• Review current policies, identify gaps and help improve processes so that our remote teams can stay current as our business grows and changes
• Establishing and enforcing standards of excellence across the Customer Success organization.
• Align CSG Ops objectives with Customer Success organization's strategic goals.
• Driving the development and implementation of Customer Success best practices, Operational Procedures, and innovative strategies.
• Providing expert guidance to various teams and departments within the Customer Success organization.
• Ensuring compliance with relevant standards, and Customer Success organizational policies.
• Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Customer Success Function Leadership team
• Partner with the Infosystems team to develop/maintain functionality in our Customer Success Tech Stack  toolsets
• Identifying and managing risks that could impact the Customer Success organization's performance.
• Identify and measure areas of operational improvements to increase customer value
• Help troubleshoot operational issues as they surface; propose changes to processes
• Create ad hoc analysis, reporting, and presentations

What You Need to Succeed

• 3+ years experience in an operations capacity, working in or supporting Customer Success organizations Sales Ops, with a focus in retention, renewals, and expansions
• Experience in CS & Scaled Workflows and frameworks
• Experience with renewal, retention & Global churn forecasting and processes
• Seasoned analytics; data analysis and reporting for leadership. GTM Dashboard/reporting interpreting, buildup facilitation and maintenance
• Knowledge in building models for predicting renewals and churn based on correlated data
• CS and Scaled Department and individual Customer Success performance KPIs. 
• Customer health, risk management, and trending modeling to foster renewal and expansion
• Project management and change management skills
• Experience working with Tableau, Anaplan, Deal Desk (order management), contracts and finance teams.
• Experience influencing and leading a team toward achieving goals
• Problem-solving skills with the ability to conduct qualitative and quantitative analysis
• Customer Support Platforms knowledge and experience 
• Team player that operates with the highest level of integrity (this is a WalkMe core value)

What Sets Us Apart

• At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.  We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.   
• We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation.  We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. 
• Flexible Work Arrangements: We offer remote/hybrid and flexible hours to help manage work commitments and personal life effectively. 
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
• Professional Development: We encourage continuous learning