Jobs and Careers

Customer Experience Operations Analyst

Remote - USA, United StatesRemotefull_timeVerifiedPosted 8 Nov 2024

About the role

The Customer Experience Operations Analyst will play a pivotal role in supporting the Customer Success, Onboarding, Customer Education and Support teams by providing data-driven insights and streamlining operational processes. You will be responsible for developing and maintaining a robust reporting framework, conducting data analysis, and administering customer success and support tools.

A little about us…Fleetio is a modern software platform that helps thousands of organizations around the world manage their fleet operations. Transportation technology is a hot market and we’re leading the charge, with raving fans and new customers signing up every day. We raised $144M in Series C in June of 2023 and are on an exciting trajectory as a company. Fleetio is also a proud founding member of the Rails Foundation!

More about our team and company:

Watch our culture videos: https://fleet.io/culture
Fleetio overview video: https://www.youtube.com/watch?v=IlvIbwZT3oU
Our careers page: https://www.fleetio.com/careers

Who you are

The ideal candidate will be a motivated and results-oriented individual who thrives in a fast-paced environment. If you are passionate about data-driven decision making and have a strong desire to contribute to the success of a growing company, we encourage you to apply! This role reports to the VP of Business Operations.

This is a position we consider essential to the company’s success. Be sure to mention coffee in your cover letter so we know you actually read this.

Your impact

Data & Insights:

Develop and maintain a comprehensive reporting framework to track key customer success metrics, including customer health, adoption, usage, and renewal rates.
Conduct in-depth data analysis to identify trends, opportunities, and areas for improvement within the customer base.
Partner with cross-functional teams to gather and analyze data from various sources, including CRM, support ticketing systems, and product usage data.
Develop and deliver regular reports and dashboards to provide actionable insights to the Customer Experience teams.
Conduct pricing analysis to evaluate pricing strategies, identify opportunities for optimization, and support pricing decision-making.
Analyze churn and retention data to identify at-risk customers, understand churn reasons, and help develop strategies to improve customer retention.

Tool Administration:

Administer Gainsight or Zendesk (or both) to ensure optimal configuration, data integrity, and user adoption.
Support the development and maintenance of standard operating procedures (SOPs) for tool usage and best practices.
Provide training and support to Customer Success and Support teams on tool utilization.
Troubleshoot issues and resolve problems related to tool functionality.
Identify opportunities for process improvement and automation within the tools.

Your experience

3-5 years of experience in a customer success, operations, or analytics role, preferably in high-growth B2B SaaS companies.
Bachelor's degree in Business Administration, Finance, Economics, or a related field.
Strong proficiency in data analysis tools, such as SQL, Excel
Experience with Gainsight or Zendesk administration is preferred.
Excellent analytical and problem-solving skills.
Strong attention to detail and accuracy.
Excellent at communicating complex data analysis.
Ability to work independently and as part of a team.
Self-motivated and results-oriented.
A passion for customer success and a desire to drive operational excellence.