Alphasense
Senior Analyst, Customer Success Operations
Remote - United States. Posted 3 months ago
The role
You will support the Revenue Operations team by providing customer success and account management knowledge to complex projects. You will build reporting for core metrics and partner with cross-functional teams to execute strategic programs.
What you will do
- Build and maintain reporting on core Customer Success metrics including NRR, GRR, renewal rate, and usage and engagement KPIs
- Run QA checks to catch issues before they reach leadership
- Partner with account managers, customer success managers, pre-sales, and application specialists on large and complex projects
- Support the Senior Manager, Customer Success Operations on program delivery
- Build working relationships with pre-sales, application specialists, and CS leadership stakeholders
- Contribute to strategic project delivery including CS Platform and Usage Based Pricing
- Serve as the go to person for cross-functional and customer facing context within Customer Success Operations
Required qualifications
- 3 to 5 years of customer ops experience
- Prior exposure to customer success
- Strong understanding of core SaaS and Customer Success metrics including NRR, GRR, renewal rate, and usage-based KPIs such as MAU and DAU
- Comfortable working in Salesforce, Gainsight, and forecasting tools such as Clari or Gong
- Comfortable working in ambiguity and solving open-ended problems with a proactive mindset
- Strong communication skills with the ability to influence and build trust with cross-functional teams
- Exceptional organizational skills and the ability to manage multiple priorities under tight deadlines
Nice to have
- Exposure to pre-sales and application specialist functions
- Experience with SQL
- Experience with a data warehouse tool such as Snowflake or BigQuery
- Familiarity with a BI platform such as Tableau
Benefits
- Performance-based bonus
- Equity
- Generous benefits program
About the company
AlphaSense is an AI platform for market intelligence and workflow orchestration. The platform uses domain-specific AI and a content universe of over 500 million premium business documents.