Customer Success Operations Analyst
About Carrot:
Carrot Fertility is the leading global fertility benefits provider for employers and health plans, built to support employees through their lifelong fertility healthcare journey. Companies use Carrot to customize a fertility benefit that provides employees financial, medical, and emotional support as they pursue parenthood, reducing healthcare costs and resulting in better clinical outcomes.
The Role:
Carrot Fertility is seeking a Customer Success Operations Analyst to support our rapidly growing customer success team in a collaborative and dynamic environment. This role will be responsible for providing forecasting insights to Customer Success leadership and driving data integrity across systems. We are looking for someone with strong analytical skills that can work with cross-functional teams including Sales, Operations, Finance and Marketing. They must be able to work within deadlines and have the flexibility to support special projects as needed. This position is an individual contributor role reporting to the Customer Success Operations Leader.
- Support weekly and monthly reporting and analytics needs for the customer success organization, highlighting significant changes and trends to drive business decisions
- Design, develop, and maintain actionable dashboards and reports within Catalyst, our CRM tool
- Proactively recommend improvements to existing processes, tools, and automation to increase the effectiveness of Customer Success, Sales, Operations, & cross-functional teams
- Act as the initial point of contact for Customer Success support questions regarding customer success tool issues and data needs
- Ensure data cleanliness of key customer success data for accurate reporting and forecasting
- Liaison to internal Business Intelligence and Finance teams for data requests
- Support leadership with ad-hoc reporting requests using tools such as Zendesk, Catalyst and Looker
The Team:
You will be the second hire of the Customer Success Operations team at Carrot with the opportunity to work with a variety of teams across the organization.
Minimum Qualifications:
- 2-3 years experience in Customer Success or Business Operations
- Advanced proficiency of Customer Relationship Management tools (CRM); experience with Catalyst is desired
- Advanced proficiency of Salesforce.com reporting & dashboards (admin experience a plus)
- Advanced proficiency in Microsoft Office 365 Suite and/or Google Apps (Word/Docs and Excel/Sheets are key tools)
- Proficiency with Zendesk, Catalyst and Looker is a plus
Preferred Qualifications:
- Experience working closely with senior customer success leaders, prior exposure to high-growth work environments
- Self-motivated, takes clear ownership and initiative and knows when to seek guidance
- Flexible and able to change priorities quickly, capacity to manage multiple priorities
- Experience optimizing key metrics around the pipeline, forecasting, deal velocity, and more
Why Carrot?
Founded in 2016, Carrot now supports 400+ companies in more than 60 countries across North America, Asia, Europe, South America, and the Middle East. Carrot has been honored by CB Insights as one of the world’s most promising private digital health companies, named to Fierce Healthcare's Fierce 15 list highlighting the most promising healthcare companies, and recognized by Fast Company as a World Changing Ideas honoree, which spotlights companies that are tackling society's biggest problems.