Senior Business Operations & Strategy Analyst

About the Role: 

As a Business Strategy & Operations Analyst for the Post Sale Department, you will be responsible for  optimizing operational processes to enhance efficiency through  establishing key performance indicators (KPIs) for post-sale departments in alignment with business objectives and customer satisfaction goals. You will work closely with cross-functional teams to identify opportunities for improvement and analyze performance metrics to support data-driven decision-making.

What You’ll Do: 

1. Lead and mentor a team of Business Operations & Strategy Analysts , providing guidance and support to optimize post-sale processes and drive operational excellence.
2. Collaborate with stakeholders from Customer Support, Customer Success, Customer Onboarding, and Professional Services to understand business objectives and identify operational challenges.
3. Conduct in-depth analysis of post-sale processes, systems, and workflows to identify areas for improvement and optimization.
4. Assist in streamlining operations, enhancing customer experience, and increasing departmental efficiency.
5. Improve scalability, standardization, and automation of post-sale processes.
6. Establish key performance indicators (KPIs) for post-sale departments in alignment with business objectives and customer satisfaction goals.
7. Monitor KPI performance metrics, analyze trends, and identify opportunities for improvement to drive operational excellence.
8. Generate churn forecasts using historical data, customer behavior analysis, and other relevant metrics to predict future churn rates.
9. Maintain and update churn forecasts on a regular basis, incorporating new data and insights to improve accuracy and reliability.
10. Analyze churn trends and identify underlying factors contributing to customer attrition, providing recommendations for proactive retention strategies.
11. Prepare and present comprehensive reports to senior management, highlighting churn forecast results, KPI performance, trends, and actionable insights.
12. Stay informed about industry best practices and emerging trends in churn management, customer retention, and KPI performance management, and leverage this knowledge to drive continuous improvement.

What We’re Looking For:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
•  3-4 years of experience in a similar role, preferably in a technology-driven company or SaaS environment.
• Proficiency in data analysis tools such as Google Suit, Office 365, SQL, Tableau.
• Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
• Proven track record of driving process improvements and operational excellence initiatives.
• Experience in churn forecasting and customer retention analysis is highly desirable.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams and influence stakeholders at all levels.
• Highly organized with strong project management skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience with CRM and support ticketing systems (e.g., Salesforce, Zendesk) is a plus.