Customer Success Operations Analyst

Palo Alto, CA, United States

Aisera is a leading provider of AI Copilot solutions, utilizing AiseraGPT and Generative AI to facilitate business transformation and drive revenue growth through a self-service model. Aisera’s AI Copilot uses industry and domain-specific LLMs to deliver human-like experiences and auto-remediate requests through AI workflows. With 400+ integrations and 1200+ prebuilt workflows, customers achieve 75%+ automation and 90% cost reduction.

Aisera has received numerous recognitions, including the following: FastCompany Best Workplaces for Innovators; Inc 5000 Award for Fastest Growth; Forbes AI50; EY Entrepreneur of the Year 2023; CNBC Upstart 100 Top Startup; Gartner Cool Vendor; Red Herring Top 100 Global Innovator; CIO Innovation Startup Award; CIO Review Top ITSM Solution; and Silicon Review 50 Most Admired Companies.

Our seasoned founding team has led companies through several prior successful startups and acquisitions. We give our employees a lot of responsibility and ownership of their work, and we hire people from a very wide range of backgrounds and experience. Our team members operate with a high degree of empathy for our customers and each other.

Join our dynamic and fast-paced team and be a part of our journey to revolutionize the industry.

The Role:

As a Customer Success Operations Analyst, you play a pivotal role in ensuring the efficiency and effectiveness of customer success operations within the organization. You will be responsible for analyzing data, identifying trends, and implementing strategies to optimize customer success processes. Your focus will be on enhancing customer satisfaction, retention, and overall experience through data-driven insights and operational improvements.

If you are a results-driven and customer-focused professional looking to make a significant impact in the customer success function of an exciting SaaS enterprise startup, we encourage you to apply. Join us on our journey to revolutionize the industry and create lasting relationships with our valued customers.

This role is based out of our Palo Alto, CA office, and an Onsite interview is required as part of the process.

Responsibilities:

Data Analysis and Reporting :

Collect, analyze, and interpret data related to customer success metrics, including customer satisfaction scores, churn rates, renewal rates, and other key performance indicators.

Generate regular reports and dashboards to provide insights into customer behavior, trends, and opportunities for improvement.

Utilize various analytical tools and techniques to identify patterns, correlations, and predictive insights to enhance customer success strategies.

Process Optimization :

Evaluate existing customer success processes and workflows to identify inefficiencies and areas for improvement.

Collaborate with cross-functional teams, including Customer Success Managers, Sales, and Product Development, to streamline processes and enhance the overall customer experience.

Implement automation solutions and tools to improve operational efficiency and scalability.

Customer Lifecycle Management :

Develop and maintain a deep understanding of the customer lifecycle journey, from onboarding to renewal.

Identify opportunities to enhance customer engagement and satisfaction at each stage of the lifecycle.

Work closely with Customer Success Managers to develop personalized customer success plans and interventions based on data insights.

Technology Enablement :

Evaluate and recommend customer success software platforms and tools to support operational efficiency and effectiveness.

Assist in the implementation and integration of new technologies to streamline processes and improve data management within the customer success team.

Training and Documentation :

Develop training materials and documentation to educate Customer Success Managers and other team members on best practices, processes, and tools.

Provide ongoing training and support to ensure team members are proficient in utilizing customer success systems and processes effectively.

Basic Qualifications :

5+ years’ experience in data analysis, preferably in a customer-facing or operational role.

Proficiency in data analysis tools and software, such as Microsoft Excel, SQL, or Tableau.

Proficiency in Microsoft Office and Google Suite, and comfortable working with slides to publish reports on a regular schedule.

Strong analytical and problem-solving skills with the ability to translate data into actionable insights.

Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.

Experience working with customer success or CRM platforms (ideally, Salesforce) is preferred.

Knowledge of customer success principles and practices is a plus.

Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.

Bachelor's or Master's degree in Business Administration, Information Systems, or related field.

Preferred Qualifications:

Startup experience

Enterprise SaaS experience

Aisera is Global and our success draws upon the diverse viewpoints, skills and experiences of our employees. We are proud to be an equal opportunity employer and are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or veteran status.

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