Sr. Operations Analyst Success Operations

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