Customer Operations Analyst

Insight Global is looking to hire a customer Operations Analyst in the Austin, TX or Waltham, MA areas. In this role, you will be instrumental in supporting the Renewals team by providing analytical insights, optimizing processes, and driving customer success and revenue growth. Collaborating with Sales, Finance, and Customer Success teams, you will ensure the smooth execution of renewals and contribute to organizational objectives. Your expertise in forecasting will enable accurate revenue projections and effective pipeline management, while your dedication to process improvement will streamline operations and enhance efficiency. Through data analysis and strategic recommendations, you will play a vital role in shaping the success of our renewals and customer success functions, ultimately contributing to the growth and profitability of our organization. Reporting to the Director of Renewals, you will join a collaborative team of motivated individuals dedicated to achieving company targets. We value a positive and fun work environment that fosters personal, financial, and career growth. If you are enthusiastic about driving customer success and contributing to a fast-paced SaaS company, you would be a great fit for this opportunity!







Duties and Responsibilities:



Support Renewals and Customer Success with exceeding monthly/quarterly financial targets

Analyze data, identify trends, and provide actionable insights to enhance retention rates

Optimize renewal processes, identify bottlenecks, and implement improvements to drive operational efficiency

Conduct in-depth customer retention analysis, identify factors influencing churn, and collaborate with the Customer Success team to develop strategies for improving retention rates

Develop and maintain reports and dashboards to track key performance indicators (KPIs) and present findings and recommendations to stakeholders.

Collaborate cross-functionally with Sales, Finance, and Legal teams to ensure alignment and maximize revenue opportunities.

Create and update documentation, including playbooks and best practices, to ensure consistent and effective execution of the renewal process.

Utilize data analysis and historical trends to forecast renewals and provide accurate revenue projections, contributing to effective pipeline management and overall business planning

Capture, maintain, and disseminate accurate and relevant information using Salesforce.com

Must-haves:



5 years of experience with Sales Operations (needs to be living in the data and working with renewals)

Experience with quotas, territory management, capacity planning, forecasting pipeline, and analyzing trends

Experience with Salesforce

Experience with BI tools

Experience with advanced formula Excel

Experience with Executive level presentations

At least one year of experience within Salesforce

Bachelors Degree

Experience with Tableau

SaaS experience

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.