Senior Customer Operations Specialist

3 weeks ago

Greater Bengaluru Area, India SolarWinds Full time

Senior Customer Ops Specialist (Sr.BI Analyst)

Location: Bangalore

Experience: 5+ years


Overview:


At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us


Your Impact:


Core Responsibilities:

  • Develop and maintain customer success dashboards and reports in Gainsight, Salesforce and Tableau to track key performance metrics, customer health scores, and adoption rates.
  • Analyze customer data to identify trends, patterns, and insights that drive customer retention, satisfaction, and upsell opportunities.
  • Collaborate with the Customer Success Management (CSM) team to understand data requirements and provide actionable recommendations to improve customer engagement and outcomes.
  • Support the development and implementation of customer success strategies and playbooks based on data-driven insights.
  • Monitor customer churn rates, identify risk factors, and propose proactive measures to mitigate churn.
  • Conduct customer segmentation analysis to tailor customer success strategies and engagement approaches.
  • Principal Systems for reporting; Gainsight, SalesForce, Tableau.


Specialist Responsibilities:


  • Work closely with the CSM team to define and track customer success KPIs and metrics, such as customer lifetime value, renewal rates, and expansion opportunities.
  • Develop and maintain customer health scoring models to identify at-risk customers and prioritize proactive interventions.
  • Collaborate with stakeholders to integrate customer success data with other systems (CRM, support ticketing) for comprehensive reporting and analysis.
  • Provide insights on customer onboarding, adoption, and product usage to optimize the customer journey and drive success.
  • Support the implementation and maintenance of customer success analytics tools and systems such as Gainsight.

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