Senior Customer Operations Analyst (Remote)

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Requirements:

• 3+ years of operational and analytical experience in Customer Success Operations, Sales Operations, or Business Operations.
• Advanced skills in Salesforce reporting and proficiency in Excel and/or Google Suite.
• Strong understanding of key SaaS performance metrics related to Customer retention, adoption, and lifetime value.
• Demonstrated success presenting large datasets in a clear manner.
• Proficiency in working with Customer Success Platforms such as Catalyst or Gainsight is a plus.
• Experience collaborating with senior leadership and technical teams in Data Engineering, Product Development, and Systems Integrations.
• Experience with budgets, tracking performance against quotas, and creating self-service visualizations is a plus.
• A learn-it-all mentality, continuously seeking knowledge and providing cross-functional value.
• Exceptional attention to detail and pride in work accuracy.
• Ability to manage competing priorities in a results-driven environment.

Responsibilities:

• Collaborate with cross-functional leadership to support strategic decision-making by providing data-driven insights and recommendations into Customer growth & retention.
• Develop KPIs, track performance metrics, and identify areas for improvement with a focus on efficiency, process optimization, and scalability.
• Support fiscal year planning, including revenue forecasting, headcount planning, territory assignments, and related initiatives.
• Analyze customer support interactions, identify trends, and optimize Support processes.
• Partner with internal teams on system administration tasks, primarily Salesforce reporting, dashboarding, and ticketing, to ensure data accuracy and consistency.
• Conduct ad hoc analysis to address specific business questions and provide timely insights to stakeholders via presentations, standardized reports, or recurring sessions.
• Support the development of reports and tracking mechanisms related to variable compensation and similar workflows.
• Collaborate with cross-functional teams to streamline data collection processes and improve data integrity.
• Create documentation of CSG KPIs, internal processes, and Customer Ops initiatives.
• Lead on multiple cross-functional initiatives focused on creating internal processes that scale with Drata while providing a best-in-class experience for Customers.