Senior Operations Analyst, Customer Success Operations

Job Summary:

The Senior Operations Analyst, Customer Success GTM Operations, plays a critical role in executing operational excellence and strategic alignment within the Customer Success organization. This role helps drive performance of Account Technology Specialists by helping drive seamless day-to-day operations. The Senior Operations Analyst will collaborate with leaders across the organization to help run regular business reviews, identify gaps and next steps needed to drive account adoption and help hold the teams accountable for completion. This resource will help provide valuable data and insights to the leadership team to help understanding of key performance indicators (KPIs).

Responsibilities:

• Help execute the operational framework to meet the organizations adoption goals

• Provide regular visibility to productivity and business KPIs on through a standard cadence

• Pull data and insights for for quarterly business reviews as well as annual planning activities

• Continually works to identify new opportunities to provide process improvements and valuable metrics to the business and Senior Management team

• Drive consistent communication to global leaders on upcoming change and impacts to the Technologist organization

• Anticipates the needs of the business, uses data and logic to recommend tradeoffs, and can quickly and efficiently mobilize the business to drive results

• Identifies gaps in processes and is able to effectively communicate and drive solutions to gaps

• Ability to document processes current and future state in order to drive alignment on new processes

• Understand impacts to Technologist day to day operations and identifies the need for communication and enablement activities

Qualifications

• Experience leading strategic cadences and able to hold teams accountable to open items

• Self starter and able to prioritize work effectively across multiple initiatives

• Proven ability to work well in a dynamic, fast-paced environment and demonstrated initiative in taking ownership for all assigned responsibilities, deliverables and results

• Experienced in executing through fast-paced, high-growth, uncertain environments

• Data driven with experience in making data-driven recommendations

Requirements

• Bachelor's Degree is required, post-graduate degree is a plus.

• Requires 3+ years of progressive business experience in related field, with experience working in a rapid-growth technology company, in a leadership role

• Highly motivated individual that is able to work independently, as well as participate on team projects

• Ability to establish strong relationships and collaboration across teams

• Strong communication (written, verbal and presentation) and interpersonal skills, including establishing credibility and building trusted relationships

• An ability to flourish in a high growth, entrepreneurial and global environment with the ability to manage multiple priorities at one time.

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done - from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749 or email us at AskHR@cloud.com for assistance.