Senior Customer Success Analyst

Senior Customer Success Analyst

The Senior Customer Success Analyst plays a pivotal role in creating a deep understanding of revenue creation drivers across our Simpro Group Customer Success Organisation. This position will report to the Director of CCO Operations who supports the Simpro Group Chief Customer Officer (CCO), and is part of our global Revenue Operations organisation.

What You'll Do

• Own Customer Success (CSM) Operations for the global Simpro Group: Simpro, BigChange, AroFlo and ClockShark
• Act as the main operations partner and business analyst to the Simpro Group Global VP of Customer Success, who is currently located in the UK.
• Coordinate across Revenue Operations teams to optimize processes and remove friction in the sales-to-customer success transition and to achieve business targets
• Own CSM business inspections, root cause and corrective actions, weekly "run-the-business" meetings and quarterly business reviews
• Conduct ad-hoc analysis of business and customer data
• Ensure that customer retention and growth is predictable and on target by tracking weekly progress vs. business targets
• Liaise with Finance on Net New ARR budgets and then translate them to operational targets for our Customer Success teams
• Drive the Customer Success 'go-to-market,' to include capacity planning, compensation plan design, quotas and operational target setting to ensure Net New ARR targets are achieved

What You'll Bring

• Excellent business partnering and consulting skills
• Proficiency in Google Sheets and Microsoft Excel along with experience using visualization tools (Power BI)
• Understanding of Customer Success operations and business metrics
• Familiarity with analytical techniques and experimentation strategies that drive data-driven decision-making
• Experience with customer lifecycle analytics, and Annual Recurring Revenue (ARR) related KPIs
• Comfortable building reports and dashboards in Salesforce
• Bachelor's degree in Finance, Marketing, Business, Economics, Statistics, Data Science, or a related field

Core Values Required of All Simpro, AroFlo, BigChange & ClockShark Employees:

We Are One Team

We Are Customer Centric

We Are Growth Minded

We Are Accountable

We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.

If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV and covering letter.