Senior Customer Operations Analyst

TL;DR

Senior Customer Operations Analyst: Providing operational support to Customer Success teams with an accent on project management, business reporting, and financial analysis. Focus on delivering actionable insights that drive proactive engagement strategies and improve customer success outcomes.

Location: Costa Rica

Company

hirify.global, Inc. helps make the digital world secure, fast, and reliable by unifying critical security and operational data through its Intelligent Operations Platform.

What you will do

• Own and maintain metrics, reports, analyses, and dashboards that drive key business initiatives.
• Ensure data quality and integrity across SFDC and Gainsight.
• Validate, analyze, and reconcile weekly, monthly, and quarterly reports and metrics for leadership.
• Identify and implement automation opportunities to streamline repetitive tasks and improve team productivity.
• Provide operational support to the Customer Success team.
• Collaborate with business leaders and staff on analyzing reports and presenting findings.

Requirements

• 6+ years of professional work experience, including 3+ years in a software services or consulting organization in Customer Success or Professional Services.
• Strong understanding of Customer Success processes, key metrics, and operational excellence.
• Strong analytical skills, including strong Microsoft Excel skills and experience with reporting and data analysis.
• Demonstrated experience with Google Suite, Salesforce, and Slack.
• Bachelor’s Degree in Business Administration, Finance, Accounting, or equivalent experience.

Nice to have

• Understanding of accounting principles, including knowledge of invoicing, revenue recognition, and bookings.
• Ability to analyze data and create complex, customized reports in Excel and other reporting tools.
• Excellent written and verbal communication skills.
• Prior experience with Gainsight or Looker.
• Understanding of databases and data architecture.