Customer Experience Operations Analyst

WHAT IS THE POSITION

We are seeking a data-driven Customer Experience Operations Analyst to join our team and play a key role in driving performance for our post-acquisition customer teams and mitigating risk across our customer base. This individual will partner closely with Customer Success, Customer Support, and Instructional Service leadership, leveraging data and analytics to optimize decision-making, forecast renewal performance, and provide actionable insights.

WHAT YOU WILL DO

As a Customer Experience Operations Analyst, you'll focus on designing and implementing data strategies, developing reports and dashboards to monitor performance, assessing customer health, and influencing critical business decisions. Additional responsibilities:

• Collaborate with leadership to align the business intelligence roadmap to execute strategic initiatives.
• Facilitate the design and execution of the annual Customer Success Go-to-Market (GTM) strategy, ensuring data-driven insights inform coverage models, territory balance, target setting, etc.
• Stay up to date on industry trends in customer experience and business intelligence, providing recommendations to optimize and innovate through analytical solutions.
• Analyze data and model business scenarios to extract meaningful insights, identify opportunities for improvement, and support decision-making processes.
• Design, implement, and establish targets for KPIs, ensuring they align with business goals and effectively measure customer health, retention, and operational efficiency.
• Build and manage comprehensive reports and interactive dashboards to monitor key performance indicators (KPIs) and provide data for day-to-day operations for customer facing teams.
• Develop and maintain reporting, processes, and cadences for forecasting retention performance, providing leaders with predictive insights on customer risk.
• Develop and refine customer health scoring models to assess and predict customer satisfaction, renewal likelihood, and overall success, enabling proactive intervention to mitigate churn risk.
• Oversee the ongoing management and hygiene of curated data used for reporting, ensuring accuracy, consistency, and alignment across systems and teams.

WHAT IS REQUIRED

• Experience: 3+ years of experience in business intelligence, data analytics, or a similar role, preferably within a customer support, customer success or SaaS environment.
• Technical Skills: Strong proficiency with data analytics tools and software (Excel, SQL, Tableau, Power BI, etc.), as well as experience with CRM systems (Salesforce, etc.).
• Analytical Mindset: Proven ability to analyze large datasets, identify trends, and generate actionable insights that inform business decisions.
• Communication: Strong ability to present complex data and insights to non-technical stakeholders in a clear, compelling way.
• Problem-Solving: Excellent critical thinking and problem-solving skills, with the ability to design and implement data-driven solutions that address business challenges.
• Collaboration: Experience working closely with cross-functional teams (Revenue Ops, Data Science, Business Systems, etc.) to drive CX Operations initiatives.
• Attention to Detail: Meticulous in data analysis, reporting, and process documentation.
• Maintain working knowledge of industry, market, and competitive landscape.
• Fosters a culture of inclusion and cross-functional collaboration.
• Demonstrates integrity, ethics, and a commitment to Edmentum’s mission and values.

Nice to Have:

• Experience with customer success platforms (e.g., Gainsight, PlanHat).
• Familiarity with predictive analytics models, customer health scoring frameworks and retention risk mitigation techniques.
• Background in project management or agile methodologies.

Application Deadline: May 22, 2025