Senior Customer Operations Analyst
Job Title: Senior Customer Operations Analyst
Location: Denver, CO
Function: Customer Success
Position Type: Regular, Full-Time
Position Level: Experienced
Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential. Xactly delivers a first-of-its-kind, end-to-end platform for Revenue Operations (RevOps). Xactly pairs rich empirical data and purpose-built AI capabilities in one platform to advance the quality and scope of data-driven decision making through the revenue lifecycle. Xactly empowers growing enterprises to effectively manage their revenue generation. Xactly's Intelligent Revenue platform carries organizations through the full Revenue lifecycle by focusing on planning, territory and quota, incentives, and pipeline management and forecasting from initial strategy development through execution and prioritization of all aspects of revenue optimization. Harnessing the power of AI, Xactly's scalable, cloud-based platform combines great software with the industry's most comprehensive 16-year data set to give customers the trusted insights they need to improve sales performance and grow revenue.
THE OPPORTUNITY
As the Senior Customer Operations Analyst at Xactly Corporation, you will play a key role in driving the effectiveness and efficiency of our Customer Success and Support organization including development of strategy, process, reporting and enablement. You'll be responsible for managing key performance metrics and providing analysis to support strategic and operational decision-making.
THE TEAM
Xactly's Customer Success and Support team is a tight-knit team driven to see the success of our customers. We have a very tenured, organically grown leadership team that is always willing to provide support and guidance.
We build relationships that are all about our customers' success. We do that by understanding the uniqueness of their business and their goals and tailoring our solutions to meet those goals. We act as the main point of contact to keep lines of communication open to make sure our internal teams are in the know of our customer's objectives so we can serve as consultative experts.
THE SKILL SET:
3-6 years working experience in an analytical role within one or more of the following disciplines: Customer Success, Support, Sales, Strategy or Finance
Strong analytical skills and an aptitude for working with data – Excel / Google sheets a must; SQL and/or Tableau a plus
Use analytical skills to spot trends within the customer success and support organization (e.g. early churn indicators, capacity/resource planning, productivity levers, etc)
Experience doing data analysis, modeling, and/or financial analysis to support or drive business decisions cross functionally
Ability to create presentations/slides for board level meeting
Create and manage a monthly Customer Reporting Pack
Experience with Salesforce.com, Gainsight and/or other Customer Success applications a plus
Comfortable presenting and engaging with cross-functional teams and executive management
Good judgment and discretion needed (due to access to global customer data)
Ability to work independently and drive projects to completion
Creative mind, innovative thinker, eager to learn and grow
Highly collaborative, team oriented, and comfortable working in a fast-paced environment
Bachelor's degree or equivalent experience preferred
WITHIN ONE MONTH, YOU'LL
Get your bearings and begin to build a strong foundation, upon which to grow
Complete the Customer Success and Support Onboarding Bootcamp to learn about current processes and playbooks
Familiarize yourself with the tools/systems used within Customer Success and Support (SFDC and Gainsight)
Gain an understanding of key performance metrics and current customer reporting
Meet with CS leadership and CSM's to understand their day-to-day activities and identify any gaps/needs
Build relationships with internal business partners including Finance, Sales Ops, Support and IT teams
WITHIN THREE MONTHS, YOU'LL
Have a strong understanding of the business, and begin teaching us a thing or two we don't know
Review current processes and make recommendations on process improvements
Expand on current reporting to include additional insights and trend analysis
WITHIN SIX MONTHS, YOU'LL
Begin to implement the vision for change/impact that you have been developing over the past 6-months
Serve as subject matter expert for CSM's and Renewals team as it relates to SFDC processes and reporting
Work cross departmentally to help create new programs/processes to drive increased alignment and efficiencies - especially between Support and Customer Success
WITHIN TWELVE MONTHS, YOU'LL
Be seen as a well-versed, trusted business-advisor and expert, making a significant positive impact company-wide
Identify further educational and networking opportunities for continual growth
Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!
Salary Range: $69,100 - $86,400 salary + semi-annual bonus
Final pay determinations, salary ranges and pay increases are established by the employer. The ranges are an estimate based on potential employee qualifications, operational needs, and other considerations permitted by law. They are based upon a combination of local industry benchmarks, budget, experience, and internal comparisons. Salary ranges allow for growth opportunities as the employee develops new skills, and/or hones current skills.
BENEFITS & PERKS
Flexible Time Off (FTO)
Comprehensive Insurance Coverage (including pet insurance!)
Tuition Reimbursement
XactlyFit Gym/Fitness Program Reimbursement
Kitchen Stocked Daily with Tasty Snacks, Fruit, and Drinks
Access to Corporate Discounts
Up to (3) Days Paid Leave to Participate in Community & Volunteer Opportunities
End of Month Surprises, Contests, BBQs, Parties & Reward Vacations
401(k) Retirement Savings Plan & Employer Match
Periodic Massages
Generous Employee Referral Program
Relocation Assistance through Preferred Partner
Full access to Grokker, our health engagement and employee wellbeing platform
THE XACTLY STORY
Xactly is a leading provider of enterprise-class, cloud-based, incentive compensation solutions for employee and sales performance management. We achieve this by following our vision: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals. Our solutions allow organizations to make better strategic decisions, optimize behaviors, increase sales and employee performance, improve margins, increase operational efficiencies, mitigate risk, design better incentive compensation plans, and reduce error rates in incentive compensation calculations. Our core values of Customer Focus | Accountability | Respect | Excellence are key to our success, and each day we're committed to upholding them by delivering the best we can to our customers.
We were the first 100% cloud-based, multi-tenant provider focusing solely on the incentive compensation and employee and sales performance management market, and we achieved our leadership position through domain expertise and innovative technology. We deliver our solutions through a Software-as-a-Service (SaaS) business model.
Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.