Operations Analyst- Client Success

1 month ago

gurugram, India VMock Full time

Overview:

The Analyst will support the Customer Success team by preparing reports, conducting analysis, managing data tools, conducting market research, and ensuring adherence to established processes to drive operational efficiency.


Key Responsibilities:

  • Prepare internal and external reports and dashboards.
  • Analyse large datasets to identify trends and key performance metrics.
  • Assemble weekly reports and present findings to senior management.
  • Conduct market analysis on topics relevant to business functions as requested by management.
  • Prepare competitor analysis documents and maintain a repository of CS operations documents.
  • Refine and maintain tools such as Retool, Asana, and JIRA.
  • Manage access for all Customer Success tools and coordinate with teams to ensure proper configuration and functionality.
  • Monitor adherence to established Customer Success processes and identify areas for improvement.
  • Document best practices and create standardised training materials.
  • Monitor performance reports and share insights with management.
  • Track marketing efforts and usage metrics at the product level across the client base.
  • Plan and monitor knowledge-sharing sessions within the team and across departments.
  • Stay updated on industry trends and best practices.


Requirements:

  • Undergraduate degree from a top-tier institute of Delhi University.
  • 2-3 years of experience with large datasets in high-tech or consulting.
  • Proficient in MS Excel and PowerPoint with strong presentation skills.
  • Excellent communication and technical skills to articulate complex concepts clearly.
  • Ability to work independently with limited supervision and demonstrate initiative.
  • Strong analytical and problem-solving abilities with a data-driven mindset.

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