Customer Operations Analyst

As a Customer Operations Analyst at Planful, your main responsibilities include analyzing customer health scores, product usage trends, and support data to enhance customer retention. You will collaborate with cross-functional teams, define and maintain key metrics, create insightful dashboards and reports, and support the rollout of technology solutions that elevate the customer experience.

To be successful as a Customer Operations Analyst at Planful, you need 2-5+ years of experience in a Business Analyst, Data Analyst, or similar role within Customer Success or Revenue Operations. Familiarity with tools like Gainsight and Salesforce, as well as proficiency in Excel, SQL, and BI tools such as Tableau or Power BI, are essential qualifications for this role.

A Customer Operations Analyst can significantly contribute to customer success at Planful by analyzing customer behavior, tightening retention strategies, and making data-driven recommendations. By optimizing workflows and providing insights to the Customer Success leadership team, you can help facilitate improved customer experiences and operational efficiencies.

At Planful, a Customer Operations Analyst utilizes various tools to enhance productivity and customer engagement. These include Gainsight for customer success management, Salesforce for CRM tasks, and BI tools such as Tableau and Power BI for data visualization and reporting. Proficiency in Excel and SQL is also critical for effective data analysis.

As a Customer Operations Analyst at Planful, you can expect a remote-first work culture that promotes inclusivity and collaboration. The company offers numerous employee benefits, including volunteer days, wellness initiatives, and annual culture events. Planful encourages employees to bring their authentic selves to work while fostering growth through mentorship and employee resource groups.

In discussing my experience with data analysis, I would highlight specific analytical projects I've handled where I've dissected customer health metrics to drive actionable insights. I would share how these analyses directly influenced customer retention and strategic decisions in past roles, emphasizing my ability to transform data into meaningful business results.

When creating dashboards and reports, my approach involves first understanding the stakeholder's needs and the key metrics they are interested in monitoring. I then use tools like Tableau or Excel to design user-friendly interfaces that convey meaningful insights clearly, ensuring stakeholders can easily interpret and act on the data presented.

To identify at-risk accounts effectively, I analyze a combination of customer health scores, product usage trends, and support interactions. I look for patterns in the data that indicate potential churn, such as decreased usage or negative support feedback, and proactively engage with these accounts to understand root causes and implement retention strategies.

I once observed that our onboarding process had several bottlenecks that delayed new customer initiation. By mapping out the current workflow and utilizing tools like Lucidchart, I identified inefficiencies and proposed streamlined steps that led to a reduction in onboarding time by 30%, directly enhancing the customer experience.

Customer feedback is crucial in my analysis as it offers direct insights into user experiences and satisfaction levels. I prioritize NPS and customer support data because they highlight areas requiring improvement and are essential for shaping our approach to customer success initiatives.

To stay current on industry trends, I routinely engage with online communities, subscribe to leading customer success publications, and attend webinars. Networking with professionals in the field also helps me gain fresh perspectives on best practices and emerging technologies relevant to customer operations.

In my previous roles, I managed numerous projects from conception to execution involving cross-functional teams. Using Agile methodologies, I ensured we stayed aligned on objectives, tracked progress using project management tools, and adapted quickly to feedback to deliver successful customer success initiatives.

To ensure effective communication with cross-functional teams, I prioritize clarity and consistency in my updates and presentations. I tailor my messaging to the audience, actively solicit feedback, and incorporate their insights to foster a collaborative environment where everyone is aligned towards shared goals.

I employ various methods to analyze customer behavior, such as cohort analysis, retention metrics, and user segmentation. By examining these elements in conjunction with product usage data, I can identify trends and insights that inform strategic decisions for improving customer satisfaction and retention.

Key skills for a Customer Operations Analyst at Planful include strong analytical capabilities, proficiency in data visualization tools, and excellent communication skills. Additionally, being adept at utilizing CRM and customer success platforms will greatly enhance the ability to derive insights from data and foster effective cross-team collaboration.