Sr. Operations Analyst
About Us:
LogicMonitor is the leading SaaS-based performance monitoring platform for enterprise IT.
We love going to work and think you should too. We are customer-obsessed, work as one team, and strive to be better every day. These are our core values. So it's no surprise that we work hard and genuinely have fun working with each other to achieve great things together.
Right now, we are working from home temporarily due to Covid. Normally, our Austin team works downtown in the San Jacinto Center. We are looking for you to bring your expertise, drive, and passion as we expand our global presence and achieve record-breaking success.
LogicMonitor is an equal opportunity employer. We’re committed to creating an inclusive environment for all our employees, where different backgrounds and perspectives are valued and encouraged - regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We encourage all people to come as they are.
We operate with integrity, esteem diversity and treat each other fairly and with respect. We strive to find our own versions of personal and professional harmony through community building and holistic growth. We hear time and time again that our awesome people are a huge part of why LMers chose LogicMonitor, love their teams, and choose to stay.
To learn more about life at LogicMonitor, check out our Careers Page.
What You'll Do:
The Senior Operations Analyst will work closely with the Customer Success and Services leadership team to provide on-going support and maintenance of the organization’s business systems, processes, and data. You will develop, maintain, and improve procedures, documentation, and reports that help maximize CS and services resources, and improve overall business results. This role is responsible for compiling the financial forecast of the Renewals and Services organization and communicating the forecast across the organization. A successful candidate will be a highly motivated, detail, process and customer service-oriented individual focused on meeting the needs of a growing and dynamic Customer Success and Services team by driving efficiencies and improvements. This position demands a high-level understanding of process and procedures that drive a successful Customer Success and Services organization.
This position reports directly to the Vice President, Operations and will be located in LogicMonitor’s office in Austin, Texas.
Here's a closer look at this key role:
- Plan and drive core customer success processes including: forecasting, performance metrics, compensation, coverage model and territory assignments.
- Analyze critical customer trends and provide insight to the business to drive customer retention.
- Maintains reporting tools and manages ad-hoc reporting requests for the Customer Success and Services organization to analyze and monitor their performance at various levels.
- Evaluate and implement tools designed to optimize and improve customer success processes and performance.
- Execute all activities required to compile the financial forecast for the Services organization on a regular cadence. Assist Services leadership in understanding forecast inputs such as capacity planning and sales pipeline and communicating the consolidated forecast out to the broader LogicMonitor leadership team.
- Run weekly time reports to estimate revenue; identify any resource or revenue corrective actions that are required to meet/beat monthly target.
- Develop analytical reports for all sources of services revenue, consistent with company standards, and management direction.
- Continually provide suggestions and implement improvements to business and reporting processes that keep up with the changes in the organization.
- Bachelor's Degree in Business Management or equivalent degree/experience.
- 3+ years of experience as an analyst with strong financial acumen.
- Knowledge of MS Office required, advanced proficiency in Excel required.
- This position works in a team-oriented, cross-departmental environment. The candidate must build and maintain effective working relationships both internally and externally.
- Ability to learn standard business practices related to Sales Operations and Customer Success processes and systems quickly (sales cycle, CRM applications, reporting, forecasting, territory management and quotas).
- Strong analytic and quantitative skills; ability to determine trends and propose solutions.
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