Zoom is growing at an explosive pace by every measure - revenues, people, innovation, and customers. Led by Eric S. Yuan, the #1 ranked CEO on Glassdoor, our unique culture makes Zoom an awesome place to work. We are expanding teams across the organization. If you are motivated by delivering happiness, come join us at Zoom!

As a Customer Success Operations Analyst in the Customer Success Organization, you will apply your experience and aptitude to help Customer Success Managers and leadership better serve our internal and external customers through data driven insights that focus on direct product related metrics along with internal productivity and process tracking.

Responsibilities

• Create and maintain reporting and analytics available to Customer Success and identify opportunities to streamline
• Partner with CS Leadership to identify needs within their unique teams
• Develop customer trends through data, including; Customer lifecycle stages, product adoption, NPS, renewals and retention
• Develop CSM trends through data, including; Productivity effectiveness, account baseline analysis, renewal and retention rates
• Proactively identify other areas of the business for analysis
• Ad hoc reporting projects within CS Ops

Requirements

• Ability to perform advanced analysis in Microsoft Excel and Google Sheets
• Strong understanding of SaaS business metrics
• Own and execute your projects from start to finish
• 3+ years’ experience in customer success, or operations functions preferred
• 2+ years’ experience in an analyst function
• Experience in SaaS business models
• Excellent presentation and communications skills -Comfortable and engaging delivery style
• Track record of data driven projects that have made an impact on the business

Preferred Qualifications

• 4-year degree
• Ability to quickly adapt based on business needs and prioritize appropriately 
• Ability to engage and drive trust with internal teams to foster collaborative partnerships
• Ability to work effectively and manage multiple projects and tasks concurrently
• Excellent active listening and interpersonal skills
• Influential - ability to influence others
• Empathetic: able to understand the needs and pressures of others and develop plans and programs to best address those needs
• Team player: enjoy working with diverse groups of people with widely variable technical skills

Zoom Video Communications Company Culture Highlights: 

• Winner of Comparably's Award for Best Company Work-Life Balance 2019 

• Winner of Comparably's Award for Best Company Compensation 2019 

• Winner of Comparably's Award for Best Company Happiness 2019 

• Winner of Comparably's Award for Best Company Perks & Benefits 2019 

• Sales Department is ranked in the top 5% of companies for Diversity on Comparably. 

• Zoom Video Communications is ranked in the top 5% of companies for Professional Development on Comparably. 

• Zoom Video Communications is ranked in the top 5% of companies for Overall Culture on Comparably. 

Check us out on Comparably: https://www.comparably.com/companies/zoom-video-communications 

Get an inside look at the Denver office & culture here: https://youtu.be/S_lUTAdsKc0

Check us out with a free download: zoom.us/download

Zoom Video Communications is an equal opportunity employer and evaluates applicants regardless of an individual’s age, race, color, gender, religion, national origin, sexual orientation, disability or veteran status. Our combined differences are what make us Zoom!