Business Operations Analyst - Remote

$90,000 - $129,000 yearly
  • Workiva
  • Remote
  • Jul 25, 2022
Full time Analysis Database Software

Job Description

Summary

The Business Operations Analyst - Customer Success supports the Customer Success and Services businesses and is responsible for reporting, analytics, and forecasting for Customer Success and Services initiatives and efforts within Workiva. 

 

Responsibilities

Reporting and Analytics:

  • Works with internal teams to identify and gather information needed to support team objectives and goals
  • Develops and administers reports, dashboards and analytics to track key performance indicators, drive operational efficiencies and support data-based decision-making
  • Analyzes and forecasts churn and revenue retention
  • Analyzes survey results, and provides leadership with insights into trends in customer feedback
  • Provides recommendations and guidance to leadership on short-term and long-term strategy and objectives using analytical and quantitative skills
  • Develops processes to ensure accuracy of internal customer data

 

Operations Support and Process Improvement:

  • Works with Customer Success and Services leaders to ensure that customer-facing teams have the tools, processes, and data necessary to achieve business objectives
  • Identifies process gaps through the analysis of data and information received from stakeholders
  • Improves the operational systems, processes and policies in support of better management reporting, information flow and management, business process and organizational planning
  • Partners with Gainsight (Customer Success Management system) Administrators to source data as needed to accurately reflect and predict churn risk, and deliver insights about customer behavior to client-facing teams

 

What You'll Need
Education        

  • Undergraduate Degree or equivalent combination of education and experience in a related field.

 

Experience

  • 3+ years of experience related to business operations, reporting analytics, and forecasting of sales and professional services
  • Experience working in Customer Success or Support Operations in a SaaS business

 

Preferred Experience

  • Experience working with Business Intelligence tools (Tableau and Quicksight)
  • Experience working in Customer Success and CRM tools (Gainsight and Salesforce)
  • Experience working in Professional Services Automation tools (OpenAir)

 

Skills

  • Exceptional problem-solving, critical thinking, and analytical skills
  • Ability to synthesize data into consumable insights and deliver to stakeholders
  • Strong planning, organizing and multitasking skills to prioritize numerous projects
  • Solid verbal and written communication skills to translate both business needs and data insights in clear, concise, and effective manner
  • Ability to effectively interact with business partners at varying levels of organization
  • Strong interest in leveraging technology, tools, and process improvements to develop innovative solutions and drive continuous improvement
  • Ability to meet established deadlines
  • Personable, adaptable and flexible, with the ability to work successfully in a high-energy, fast-paced, rapidly changing environment

 

Working Conditions & Physical Requirements

  • Reliable internet access for any period of time working remotely, not in a Workiva office

 

How You’ll Be Rewarded


 

  • Base Pay Range in Colorado:  $90,000 - $129,000

  • Restricted Stock Units granted at time of hire

  • A discretionary bonus typically paid annually

  • Monthly Phone Stipend

  • 401(k) Match

 

The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.

 

 

Where You’ll Work

 

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

  • Customer Success:  Always delight our customers.

  • Trust: Rely on each other. 

  • Integrity: Do the right thing, every time. 

  • Collaboration: Share resources and work together. 

  • Innovation: Keep creating solutions and finding better ways. 

  • Inclusion: Support a diverse community where we all belong. 

  • Accountability: Be responsible for your success and failure.


We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

 

At Workiva, you’ll enjoy: 

  • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.

  • Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.

  • Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more

  • Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
     

Learn more about life at Workiva: https://www.linkedin.com/company/workiva/

Learn more about benefits: https://www.workiva.com/careers/benefits
 

Workiva is an Equal Employment Opportunity and Affirmative Action Employer.  We believe that great minds think differently.  We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  

 

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.