Customer Success Operations Analyst

About Viz.ai

Viz.ai is the pioneer in the use of AI algorithms and machine learning to increase the speed of diagnosis and care across 1,800+ hospitals and health systems in the U.S. and Europe. The AI-powered Viz.ai OneTM is an intelligent care coordination solution that identifies more patients with a suspected disease, informs critical decisions at the point of care, and optimizes care pathways and helps improve outcomes. Backed by real-world clinical evidence, Viz.ai One delivers significant value to patients, providers, and pharmaceutical and medical device companies.

The Role:

The Customer Success (CS) Operations Analyst is responsible for driving continuous improvement in CS operations in service of customer retention and growth. This entails rigorous system design and analysis, managing and administering the CS tech stack, analyzing and gleaning insight from diverse data sets, and supporting customer business reviews / ROI analyses.

You will: 

• Design and deploy reporting to proactively assess customer health, identify growth opportunities, and partner with the CS Team to address potential issues
• Own the overall performance and CS usage of the CS tech stack, partnering with cross-functional system owners and administrators (e.g., Salesforce Admin, IT, Data and Analytics) to ensure data integrity and to coordinate operations and processes
• Current CS tech stack: Salesforce, Vitally, Tableau
• Build and maintain weekly, monthly, and quarterly CS reports; establish benchmarks and identify trends to guide strategic decisions with Customer Success Managers (CSMs)
• Collaborate cross-functionally to develop new processes and reporting tools that enable the team to work smarter
• Bring new, creative ideas to the team ensure that all Viz.ai customers are delighted with our product
• Present data and lead training sessions for internal teams on best practices, internal processes, and data usage
• Be the go-to, trusted pair of hands that can resolve issues, answer questions, or take on helpful tasks to turbo-charge the CS team
• Treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

What success looks like:

• Having you on the team dramatically increases our CS team’s quality and efficiency
• Our tools, systems, and processes work together seamlessly – and keep getting better, adapting to our dynamic business needs
• In your first 6 months, you’ve identified dozens of small and at least a few big ways to improve how we serve our customers, leading to improvements in customer retention and growth, as well as overall CS team engagement
• You’ve built trust, rapport, and mutual understanding with key collaborators across Sales, Rev Ops, Tech Support, Data and Analytics, 
• You deeply understand the day-to-day of CSMs, can draw up requirements on their behalf for operational improvements, and can suggest new ideas or projects that will make a difference in our overall customer operations
• Customer reporting requests have become routine and are delivered with speed, accuracy, and minimal effort
• You've become a go-to resource for the CS team, providing valuable data analysis and creative solutions to complex problems.

We are looking for: 

• 3+ years of experience in an analytical role (sales operations, quantitative analyst, consulting, strategy, etc.) - who can easily work with data (namely Tableau, gSheets) and other systems to both provide reporting and identify patterns or solutions
• Advanced analytical skills and expertise with Excel (GSheets) required
• Customer Success support experience preferred
• Someone who is able to ‘zoom’ in and out of the business, pairing attention to granular detail with the ability to see the bigger picture
• Clinical or Healthcare Informatics experience is a plus, but not required
• Someone who is proactive and self-directed, who can navigate ambiguity by asking good questions and making independent decisions
• Excellent written and oral communication skills required
• Proficiency communicating in PowerPoint (GSlides)
• Demonstrable Proficiency with Tableau (or similar reporting tool) and Salesforce preferred

Why should you join us? 

• You desire to make a meaningful impact - we are mission-driven
• You want to be a part of an amazing team - our people are the heart of everything we do
• You are a self-starter, are naturally motivated and enjoy a challenge - we are cutting-edge in what we do

Viz offers competitive benefits, including medical, dental, vision, 401k, generous vacation, and other great benefits to full-time employees.  

Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

As part of our commitment to health and safety, we require Viz.ai employees to be fully vaccinated before any in-person meetings unless you are exempt.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Base Salary Range: $93,546 - $100,395

Total compensation includes: Base + Bonus + Equity

#LI: GH1

#LI: remote