Customer Success Operations Analyst

About the Role

The Analyst, Customer Success Operations position reports into Customer Success Operations and supports Customer Success leadership. Their role is to help the Customer Success team consistently achieve performance goals while identifying opportunities for continuous improvement through new process enhancements.

To be successful in this role, the individual will be proficient in data analysis and dashboard creation.  They will also partner with Customer Success leaders and cross-functional partners to plan and execute process improvement projects.

This person will promote data-driven decision making throughout the organization by building dashboards, monitoring performance trends, and performing open-ended analysis to determine root cause impacts on performance.  As they become more familiar with performance trends and team processes, they will recommend process improvements and assist teams with implementation.

Your Area of Focus

• Provide the Customer Success team with accurate reports and dashboards
• Regularly monitor and review key metrics to identify areas of opportunity
• Build repeatable data models to analyze performance trends, understand root cause drivers of performance, and identify improvement opportunities
• Perform ad-hoc analyses to support specific projects or answer timely questions
• Work with stakeholders to implement new metrics to monitor and optimize team performance
• Work with stakeholders to identify pain points and opportunities for improvement
• Contribute to CS process improvement projects and complete deliverables on time
• Collaborate with the Systems team to document requirements and identify optimal design
• Measure impact of project compared to the baseline metrics
• Regularly prioritize and complete the work that will deliver the most impact to Customer Success KPIs and Performance. Prioritize Outcomes over Activity.
• Help the Customer Success team improve performance through systems, process, tools and project management support 
• Run recurring operational processes critical to the functioning of the business
• Assist stakeholders with presentations on monthly and quarterly team performance

Your Professional Qualifications

• Bachelor's Degree from an accredited institution or relevant work experience
• 1-3 years of experience in a business analyst, project management, or other operations role
• A self-driven individual who adapts well to change, such as in a high growth SaaS environment
• Outstanding problem-solving and analytical mindset
• Strong organization and prioritization skills
• Excellent written and verbal communication skills
• Eagerness to gain experience across a wide range of operational projects and skill sets
• Familiarity working with analytical tools such as Excel, Google Sheets. Bonus if familiar with Snowflake and Tableau.
• Familiarity working with Customer Success Management tools (i.e. Salesforce)

About Tebra

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

Our ValuesStart with the Customer 

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial 

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits 

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out Obé Fitness or Wellhub for a great workout, the Employee Assistance Program through Telus to find mental health resources, along with other resources for everyday occurrences.

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