Senior Customer Success Operations Analyst

| San Francisco | Remote
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DRIVE EFFICIENCY ACROSS CUSTOMER SUCCESS & OPERATIONS

Customer Success Operations is part of a rapidly growing Revenue Operations team. CS Ops is responsible for the management of CS forecasting and targeting processes, as well as other processes, policies, and insights that contribute to increased productivity and effectiveness of the CS organization at Sisense. This role will serve as a trusted advisor and partner to CS leadership, as well as an interface to the broader Revenue Operations team.

This is an incredible opportunity to join a high-impact global-team. As a member of this dynamic team, you will have the opportunity to play a key role in developing processes and analytics to drive key decision making within the Customer Success organization while tackling challenging business problems and supporting change and innovation within the organization. This is a highly collaborative role, which requires excellent analysis skills, project management skills, organization, prioritization, clear communication, stakeholder management, and a passion for customer success.

WHY YOU SHOULD JOIN OUR TEAM:

Our Director of Revenue Operations brings operational experience and has grown in her career in companies both large and small. She brings a wealth of knowledge around go-to-market operations and understands what’s required to drive productivity and efficiency across the organization.

This role sits within our Business Operations team. Our VP of Business Operations has built Revenue Operations teams from the ground up and has a track-record of leading high-performing teams and driving business transformation in a number of industries, including software companies like Sisense.


HOW YOU’LL RAMP:

By Day 30...

  • You’ll develop a basic understanding of our Go-To-Market Strategy, Customer Success Process, and Revenue Streams.
  • You’ll calculate basic Customer Success business KPIs and understand the customer lifecycle process.
  • You’ll have met with the key stakeholders from the CS and Systems team and participated in key cadence meetings.
  • You’ll have a basic understanding of our CS tech stacks: Salesforce (SFDC), Gainsight, Configure, Price Quote (CPQ) and other tools.

By Day 60...

  • You’ll assist in developing, reporting, and automating key performance metrics for the CS organization.
  • You’ll provide ongoing support to audit key CS metrics within Salesforce to ensure accuracy in reporting across the business.
  • You’ll contribute to driving resolution on cross-functional projects across Customer Success, Business Operations and Systems.
  • You’ll collaborate with CS leaders to develop and support ongoing projects and initiatives.
  • You’ll meet with line leaders and operational teams to support ad-hoc analysis.

By Day 90...

  • You’ll be handling CS targeting and forecasting ongoing practice with CS Leaders
  • You’ll be the natural go-to across the business to understand and support CS metrics
  • You’ll suggest improvements in reporting efficiency and enforce an operating cadence around forecasting and operational reporting across the global CS teams
  • You’ll coordinate with cross-functional teams to identify and make recommendations for process improvements, handle ad-hoc projects, CS training, and other team enablement 
  • You’ll provide strategic guidance to the Business Systems team to assist in streamlining departmental workflows and processes in Salesforce and Gainsight
  • You’ll structure and execute operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analyses and developing recommendations.


WHAT YOU’VE ACCOMPLISHED... SO FAR:

  • You have demonstrated success supporting processes, programs, and tools to improve efficiency within a Customer Success departments 
  • You’ve created and supported analysis for a Customer Success department including forecasting, weekly/monthly/quarterly metrics, targets and ad hoc analysis
  • You’ve demonstrated the ability to translate key business initiatives from CS stakeholders to project work with deliverables, and you’ve executed these projects in partnership with an IT or Systems team.
  • You have experience with both Salesforce and Gainsight
  • You have experience leading/managing projects and associated deliverable work
  • You are known for looking two steps ahead to prepare for the future state and not just focused on the “right now”
  • You have experience prioritizing multiple projects in a fast paced environment and aligning deadlines across multiple stakeholders
  • You have experience working within Excel and would consider yourself an Intermediate to Advanced user
  • You have rigorous attention to detail and ensure accuracy and effective execution of all projects and tasks undertaken, especially when data is involved
  • You have demonstrated excellent interpersonal relationship skills with ability to operate in a cross functional environment.
  • You have demonstrated that you take initiative, require little direction and have a positive attitude


ABOUT SISENSE:

  • We're a passionate, venture-funded team with more than 2000 customers, including Nasdaq,  GE Healthcare, Honda, Verizon, and Philips 
  • We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business.
  • We have close relationships with our customers.
  • We’ve been recognized by Comparably, Glassdoor, and Gartner for our amazing company culture.
  • We have super high customer retention — better than best in class SaaS companies.


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Technology we use

  • Engineering
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • latticeProject Management

Location

CA

An Insider's view of Sisense

How would you describe the company’s work-life balance?

I've never had better work-life balance than I do here! We have a flexible hybrid work model that allows employees to take control of their own schedule. Sometimes I start my day late or schedule appointments around my meetings but then there are days I work until 8 or 9pm because I need to meet with Sisensers in APAC. I love the flexibility

Susanna

Global Diversity & Inclusion Manager

How has your career grown since starting at the company?

Coming from a smaller company, Sisense gave me the opportunity to work with a number of different tools and applications that I previously never had exposure to. My manager trusted me with projects that reached different areas of the business which allowed me to showcase what I’m truly capable of.

Dennis

Team Lead, IT Support

What is your vision for the company?

My vision for the company is to grow a diverse and professional community of builders who will moonshot their career and accelerate our growth. We strive to empower Sisensers to be their best selves and do their work!

Vicki

VP Culture & Communications

What kinds of technical challenges do you and your team face?

Delivering an effective BI solution requires data modelling, product customization, and our API to meet customer requirements. With quick access to dedicated R&D mission teams and loads of experience from colleagues, I know that everyone is committed to overcoming these technical hurdles, and this directly contributes to our customers' success.

Chad

Enterprise Business Intelligence Consultant

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, unlimited PTO, first Friday after each end of quarter we “Come up for Air” (mandatory), Internal Meeting-Less Days, health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Paid industry certifications

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