Operations Analyst

1 day ago

Hyderabad, India CDK Global Full time

The Operations Analyst is a highly motivated, team-oriented individual who works closely with team leadership, functional leaders and employees to monitor metrics across channels, follows defined processes and takes corrective action to support functional outcomes. Reacts to changing business patterns in a way that will position CDK to deliver process excellence and adoption throughout the organization. The primary function of the Operations Analyst is to ensure accuracy and compliance of processes execution for a function or region that results in measurable performance and identification of areas for optimization. This position is empowered to make decisions to achieve business objectives .   Position Responsibilities & Essential functions   Salesforce (SFDC) Management: ​ Serve as the subject matter expert for all SFDC processes and data related to the Customer Success team. ​ Design, build, and maintain advanced reports and dashboards in SFDC to track key performance indicators (KPIs) such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn, product adoption, and customer health. ​ Manage custom objects, fields, formulas, validation rules, and workflows within SFDC to support CS business requirements. ​ Process & Strategy: ​ Partner with CS leadership to translate strategic objectives into operational processes within our tech stack. ​ Identify opportunities for process automation to improve the efficiency of the Customer Success Manager (CSM) team. Data Analysis & Insights: ​ Analyze customer data to identify trends, risks, and opportunities, presenting findings and recommendations to CS leadership. ​ Develop and maintain a comprehensive customer health scoring model by synthesizing data from multiple sources. ​ Support forecasting for renewals, churn, and expansion opportunities. ​ Collaborate with Sales Ops and IT to optimize the integration architecture for scalability and performance. ​ Totango & SFDC Integration: ​ Own and manage the end-to-end data integration between Salesforce and Totango, ensuring data integrity, accuracy, and timeliness. ​ Troubleshoot and resolve synchronization issues, mapping discrepancies, and data flow errors between the two platforms. ​ Qualifications   Minimum:   Salesforce Administrator (Preferred - Certified) Salesforce Reports and Dashboards Automation: Building and maintaining workflows, process builder flows. Establish Integration between Salesforce and other platforms Strong documentation skills   Preferred :   Education /Experience   Minimum:     Preferred:    3-5 Years of experience as Salesforce Administrator

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