Senior Customer Operations Analyst

| Greater Denver Area
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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.

 

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Location

In the heart of downtown Denver, Xactly is currently on floors 16 & 17 in the chase building with picturesque mountain views and a Starbucks on site!

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