Senior Analyst, Success Operations

Riskonnect, Inc. is the leading integrated risk management software solution provider that empowers organizations to anticipate, manage and respond in real-time to strategic and operational risks across the extended enterprise. Riskonnect is the only provider ranked in the leadership and visionary quadrants by world renowned industry analysts Gartner and Forrester. We employ more than 1,400 risk professionals in the Americas, EMEA and Asia Pacific and serve over 2,400 customers across 6 continents. The combination of innovative risk technology, a customer success mindset, and employee-first belief makes Riskonnect a sought-after place to work. 

Reasonable Accommodations Statement  

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. 

Primary Role Responsibilities

Riskonnect is looking for a Senior Analyst to join our growing Customer Success Operations team. In this role, you will report to the Senior Director of Customer Success Operations and partner closely with Customer Success leadership to deliver data driven insights, drive visibility and understanding of core metrics and business drivers, improve operational efficiencies, and develop scalable strategies to improve the customer experience. The ideal candidate is intellectually curious, strategically, and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on solving problems for our customers. This role requires strong project management skills to organize workstreams, align stakeholders, and maintain momentum across operational initiatives. 

Essential Duties 

• Leverage data to create analyses on Customer data (Health, Risk & other Customer Journey data) which result in actionable insights and strategic recommendations for the Customer Success leadership team. 
• Lead or coordinate small-to-medium cross-functional projects related to Customer Success Operations processes, systems, and enablement.  
• Develop and maintain project plans, timelines, status updates, and action-item tracking for operational initiatives. 
• Identify project risks, blockers, and dependencies, and escalate issues as needed to support timely delivery. 
• Analyze and evaluate the impact of key business initiatives, and proactively surface insights and areas of opportunity for the business. 
• Build, maintain, and communicate detailed reporting, dashboards, presentations and analysis on key business metrics and challenges. 
• Partner with Customer Success leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers to achieve retention and health goals. 
• Develop a deep understanding of how Success Management correlates to Gross Retention across all products and customers. 
• Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and Professional Services. 

Required Qualifications 

• 5+ years of professional experience in an analytics / business operations / finance / consulting role; prior experience with SaaS a bonus. 
• Bachelor's degree in business, information systems, communications, or a related field, or equivalent practical experience. 
• Experience working with CRM platforms, Gainsight, SharePoint, or similar business systems and collaboration tools. 
• Experience coordinating or leading cross-functional projects in an operations, Customer Success, Support, or systems environment. 
• Strong written and verbal communication skills, with the ability to translate process changes and system updates into clear guidance for end users. 
• Some work experience in a similar or related area is preferred 
• Strong organizational skills and attention to detail, including experience maintaining process documentation, resource libraries, or operational materials. 
• Comfort working in a fast-paced environment with evolving priorities and cross-functional dependencies. 
• Understands and applies analysis tools/techniques, issue resolution skills and demonstrates strong knowledge of relevant factors in the industry 

Physical Demands

Physical Requirements: While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. 

Work Environment

Work is performed primarily in office in an open-concept, collaborative cubical setting or separate office. The noise level in the work environment is usually quiet in office settings and moderate in other situations. 

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

Department: Customer Success 

Job Status: Full Time 

FLSA Status: Exempt 

Reports To: Senior Director, Success Operations 

Positions Supervised: None 

Amount of Travel Required: 0%