Analyst, Customer Success Operations
The Analyst, Customer Success Operations at Mitratech plays a pivotal role in enhancing the Customer & Partner Success team's effectiveness by providing data-driven insights into customer health and product usage. This position is integral to the Revenue Operations team, collaborating closely with Customer Success, Account Management, Finance, and other departments to optimize customer engagement and retention strategies.
In this role, the analyst is responsible for designing, building, and maintaining both standardized and ad hoc reports and dashboards that monitor customer health, product adoption, feature usage, and overall engagement. They partner with various teams to define and operationalize key performance indicators (KPIs) and health-score metrics, aggregate and analyze usage data to identify trends and opportunities, and prepare customer-facing reporting packages that translate raw data into clear business narratives. Additionally, the analyst ensures the accuracy and governance of customer and usage data within Salesforce and other internal systems, supports data cleanup and uploads, and responds to reporting requests from multiple teams.
Candidates should have at least 3 years of experience in data analysis, business intelligence, or a related analytical role, preferably supporting Customer Success or Account Management. Proficiency in Microsoft Office Suite, especially Excel, and experience with CRM systems like Salesforce are essential. Strong organizational skills, the ability to translate complex data into actionable insights, and excellent written and verbal communication skills are also required. Preferred qualifications include experience with BI tools such as Tableau, Power BI, or Looker, and a BA/BS degree in Business, Analytics, Statistics, or a related field.
While specific compensation details are not provided, Mitratech offers a diverse and inclusive work culture with opportunities for learning and career growth. Employees are encouraged to develop their skills and advance their careers within the company.
Mitratech is a global technology partner specializing in legal, risk, compliance, and HR solutions. With over 35 years of experience, the company serves more than 20,000 client companies worldwide, including 30% of the Fortune 500. Mitratech fosters a close-knit, globally dispersed team that thrives in an ecosystem supporting individual excellence and takes pride in its diverse, inclusive work culture. The company offers a blend of entrepreneurial spirit and enterprise investment, enabling rapid advancement with leading-edge technologies.