Customer Success Operations

Customer Success Operations – Analytics Manager

Role Overview:

An experienced analyst with a blend of data engineering, ETL, data analysis and analytic modeling capabilities that can bring impactful analysis to the customer success organization and integrate such analysis into their day to day operations. This includes cohort renewal rate performance metrics, as well as forecasting metrics and management information.

Building meaningful customer partnerships is not just something we talk about at Trellix, it’s a core value in everything we do. From product development to sales, marketing and support, providing our customers with better outcomes in protecting and securing their organizations is our mission. We’re looking for a growth-minded, curious and analytical Principal Analyst to help accelerate our growth and create positive impact to our customers. This key role will be at the center of our customer journey transformation, partnering across several areas at Trellix and directly impacting critical areas such as Customer Success, Customer Experience, and Support. We’re looking for someone who is driven, courageous, innovative, and passionate about innovating new ways to drive growth while keeping our customers at the center.

In this role you’ll be a key business partner to the Sr. Director, Customer Operations and VP of Customer Success, empowering the organization with data-driven perspectives, recommendations and insights that move the needle in our results and strategies. It’s a unique blend of business partnering, business modeling & analytics, plus management reporting that enables you to make a direct and immediate impact. As part of the larger Customer Success Ops team, you’ll be empowered to participate in cross-functional projects that support our larger mission of customer outcomes transformation such as business process improvements, (including reviews of our licensing models and approach), and implementation of new CRM modules to create more resilient business processes that drive customer outcomes. Being at the center of this customer journey transformation is exhilarating, and the growth opportunities are endless if you accept the challenge to join Trellix and own the role.

About the role

• Synthesize and analyze data from different sources to provide key insights to drive actionable strategies, streamline key business processes, function in an international environment, and drive performance improvements for the business.

• Develop relevant reporting and metrics to understand, measure, and drive financial and operational performance of the business, including but not limited to:

  • Track and report team & individual results including renewal rates, retained ARR, quarterly forecasts, etc.

  • Create, track and report on customer success territories for individuals and teams, and track movement of territories over time

  • Create, track and report renewal pipeline and opportunities

  • Design and create ad-hoc reporting and analysis to improve the current and future state of the customer success organization.

• Partner with customer success management to support weekly forecasting processes, monthly and quarterly reporting processes, and ultimately annual planning and territory management processes.

• Help drive components of our customer experience transformation, including:

  • Help identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale

  • Providing feedback in architecting new system requirements, business processes and investments

  • Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy

  • Work with Customer Success organization to influence and improve processes that impact the customer experience, renewal rates, expansion and/or predictability.

  • Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and / or scale improvement (system upgrades, process improvements, etc.)

• Provide a voice and point of view to the senior leadership team on key initiatives.

About you

• 7+ years of related experience, minimum, in a SW or SaaS Operations environment

• Bachelor’s Degree in Operations, Finance, Economics or Business required

• Expert knowledge of Excel/Google Sheets, MS Office and G-Suite tools

• Expert knowledge of data visualization and experience with DV tools such as Tableau, Qlik or Power BI

• Understanding and knowledge of data engineering processes, query languages and ETL tools & processes

• Deep understanding of SaaS renewals business, expiring & secured baselines, contract erosion, cohort and product renewal rates, etc

• Experience with Siebel, SalesForce or similar CRM or ERP systems

• Demonstrated history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.

• Possesses the confidence to implement change and improve on the status quo. Experience in change management practices a plus

• Resilient and resourceful individual that enjoys solving complex problems.

• Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change.

• Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization.

• Strong interpersonal and communication skills, including establishing credibility and trust with internal customers and building influential relationships with partners in the business.

• Strong work ethic and customer service mentality

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.