Khoros - Operations Analyst I - FinancialForce

About the job :

At Khoros, our passion is to help the world's best brands create customers for life.

We build products we're proud of, and we're passionate about customer success.

As part of the Vista Equity family, you'll receive best-in-class development opportunities and the ability to work with global brand customers like Samsung, HP, Sony, and Visa.

Khoros is looking for a dynamic, creative, and forward-thinking Operations Analyst, who will be responsible for report creations, modeling, and trend forecasting to support our Customer Success and Revenue Operations team, as well as governing KPIs and suggesting ways Khoros' Professional Services (PS), Strategic services, Sales Operations & Customer organization can optimize processes and systems.

You'll have an opportunity to work with executive leadership and interact with various teams across the organization (PMO, Finance, PCO, Customer Success, etc.

This is an excellent opportunity for someone looking to learn the inside scoop on how a thriving SaaS company manages the Services and Revenue operations arm of our business

The Operations Analyst is detail-oriented, organized, proactive, and articulate.

An ideal candidate is interested in developing their skills in business analysis, reporting, building expertise in Salesforce & FinancialForce and workforce management, as well as managing JIRA boards, coordinating global initiatives & projects and documenting the same.

They are not afraid to challenge the way something is done and enjoy opportunities to drive change.

A suitable candidate will have a strong background in advanced Excel/G-Sheets as well as experience performing administrative tasks on Salesforce & FinancialForce.

They will demonstrate an ability to create, troubleshoot, enhance & document current business processes & bottlenecks across Sales Ops, Services Operations & Customer operations.

They will have a basic to intermediate level understanding of key IT business systems, reporting and analytics.

The candidate must be fluent and comfortable working with large sets of enterprise data from multiple sources and must have experience working intimately with enterprise data reporting and visualization tools, as well as CRM systems.

WHAT YOU'LL DO ?

- Create, update & maintain information in Financial Force such as user data, project data, cost rates, etc.

- Create, update & maintain Salesforce & Financial force reports in order to track KPIs and report on the health of the business, and ensuring appropriate action plans are completed to improve KPIs where needed

- Work with Professional services, Strategic services & cross functional teams to ensure data integrity across systems (Salesforce, Financial force, DOMO, Netsuite, etc)

- Develop and interpret forecast and utilization reports, burn reporting, capacity models, project financials, compliance & data hygiene reports in DOMO & Financial Force.

- Perform deep-dives to find the root causes behind variances of key parameters over a given time-period

- Perform and own end of month (EOM), end of quarter (EOQ) and end of year (EOY) tasks, checks, reporting & business review presentations.

- Understand & monitor system and data integrations between various business systems and troubleshooting when necessary

- Become an expert at understanding Financial Force object relationships and project attributes & help project teams ensure they are set up correctly

- Troubleshoot or redirect Services employee questions regarding a wide variety of subjects such as staffing and assignments, time entry, project set-up & reporting

- Reviewing data showing CSM (Customer Success Manager) interactions with customers from Gainsight, and developing reporting showing activity levels and goals achievement at an individual CSM level and at an account level.

- Working with Business Systems to create dynamic exports of activity data from a surveying tool, and joining with other CRM data sets to create dynamic data flows on which to base reports.

- Creating dynamic reports, forms, and tables designed to be readable and usable, for distribution to members of large teams to report on activity, and gather specific feedback from team members based on data.

- Support Sales Operations when needed with their BAU reports, decks, projects, etc.

- Manage JIRA boards and tickets for ServOps, Sales Ops & Customer Operations.

- Coordinate with stakeholders on Global projects, follow up on updates, program manage key initiatives & act as a central point of contact for Sales Ops, Serv Ops & Customer Ops for global initiatives and projects.

- Review and update existing process documentations and create new ones wherever required.

What We Are Looking For :

- 3+ years of experience as a business analyst, operations analyst, BI analyst, Program Manager or comparable experience with a very good analytical mindset

- Experience with SalesForce, or Professional Services Automation (PSA) software such as Financial Force or a similar tool

- Experience with managing JIRA boards or a similar project management tool.

- Experience with creating & updating process documentations on Confluence or similar tools.

- Basic understanding of Business Intelligence tools such as DOMO (dataset & dataflow creation, maintenance, building cards & dashboards, etc)

- Strong/expert proficiency in Microsoft Office & G Suite with excellence in PowerPoint, Google Slides, Word, Excel & Google Sheets

- Strong problem solving skills and an ability to trace problems through multiple steps to identify solutions

- Demonstrated ability to analyze large and complex data sets to identify trends and extract meaningful insights

- Exceptional interpersonal, written and presentation skills

- Accountable self-starter with the ability to problem-solve and work in a high-growth, fast-paced, performance focused environment

What Would Add Value :

- Beginner to Intermediate level proficiency in SQL & MySQL

- Experience working with large quantitative data sets for analysis purposes

- Ability to independently manage (and context switch) between several responsibilities

- Demonstrated ability to organize and manage multiple priorities simultaneously

- Experience in managing complex internal and external customer relationships

- Demonstrated ability to drive process improvements, problem-solve, and produce results

- Quick learner and curious to learn services frameworks and business systems

- Basic experience with or understanding of the SaaS business model

- Experience working in hyper-growth and large tech companies (SaaS experience is preferable)

About Khoros :

The Khoros platform connects every facet of customer engagement, including digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management so brands can listen, respond, and act on customer conversations- creating deep relationships and fostering brand loyalty and advocacy.

Khoros offers a great working environment and competitive compensation and benefits packages.

We're looking for fast-thinking, innovative, passionate team players who enjoy brainstorming new ideas, working with the best and brightest in the social media software industry.

Our Core Values :

- Accountability - We embrace an ownership mentality

- Customer-Centricity - We are obsessed with achieving customer value

- Agility - We move with urgency and purpose