Sr. Revenue Operations Analyst- Customer Experience

Description

Vector Solutions is the leader in providing industry-focused SaaS solutions that connect content and technology. Vector’s unique product set aims at training and learning management, continuing education (CE), compliance, workforce scheduling, safety management, and more.

Our mission is to empower everyday heroes in the public, educational and commercial sectors to make safer, smarter, and better decisions.

Vector Solutions is looking for a Senior Analyst to join our Revenue Operations team focusing on our Customer Success organization. Reporting to the Director of Revenue Insights & Analytics, you will work cross-functionally with our CCO, CX Leadership team and stakeholders to define and communicate key metrics to drive revenue. The ideal candidate will be motivated and hands-on with a passion for data analytics and proven ability to deliver and create repeatable, scalable results.

What You'll Do:

• Drive GTM strategy as a data driven thought leader owning the CX reporting and forecast models.
• Under guidance from leader, own CX revenue forecasts across business segments utilizing historical data, usage trends, and leader projections. Monitor performance against targets for renewals and make necessary adjustments to achieve revenue retention goals.
• Develop reporting infrastructure for multi dimension cohort retention analysis (Account Tier / Tenure (LTV) / NPS / Pricing History / Usage Metrics).
• Identify patterns and trends in customer data to pinpoint key drivers of retention, expansion and churn
• Track and report on performance of post-acquisition (i.e. retention) initiatives and programs
• Build a Customer Health Scoring algorithm that will run in parallel with 3rd party tools.
• Analyze / Optimize the territory structure / book of business for the renewal team (capacity modeling).
• Communicate effectively on KPIs and metrics for CX (Renewal Managers, Account Directors, Customer Success Managers, Customer Care and associated CX leadership) teams, building reporting and dashboards to track and report on productivity and performance.
• Develop and strengthen relationships with CX team and stake holders ensuring effective cross-functional collaboration, using a data driven strategy to provide recommendations to reach desired results and outcomes.
• Refine and expand upon current processes to automate tasks and reporting and improve data capture and utilization in business decisions. Work with Rev Ops and CX tech stack to ensure data consistency across systems.
• Additional duties as assigned.

Requirements

• 4+ years’ experience in Revenue Operations, ideally within in a B2B SaaS environment.
• Demonstrated proficiency in Salesforce, Salesforce CRMA, and SQL
• Proficiency in SAQL preferred
• Excellent analytical skills; ability to analyze complex data sets, draw meaningful insights, and provide actionable recommendations to support sales decision-making
• High level of business acumen; proven ability to get to the heart of the request and present data and analytics to senior leaderships and key stakeholders.
• Ability to effectively communicate with peers, associates, and leadership in cross-functional settings using verbal, written, and presentation skills.
• Prior experience in Customer Success and Retention metrics
• Hybrid role that will require 1-2 days in office

What You Can Expect:

• Friendly, open, and casual work environment
• Comprehensive benefits package effective the first of the month after hire
• Matching 401(k) retirement plan
• Healthy work-life balance with flexible work arrangements and generous time off
• Generous referral incentive program
• Tuition Reimbursement Program
• Pet Insurance
• OnePass Gym/Wellness Discount Program
• Calm Health-Employee Membership
• Company social events
• Employee Resource Groups
• Philanthropic opportunities

What We Value:

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.
• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.
• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.
• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.
• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.
• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.
• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.