Summary

Our team is growing! As a Customer Success Operations Analyst in the Customer Success Organization, you will leverage your experience and aptitude to help CS leadership better serve our internal and external customers through data driven insights that focus on direct product-related metrics along with internal productivity and process tracking. This role will be aligned with our Renewals and Retention team here at Zoom.

Key Responsibilities

· Partner with and provide analytics to the Head of R&R to develop the short-and long-term strategies of the team.

· Long-term planning of account strategy and coverage model for Retention and Renewals as it best compliments the goals of the revenue organization

· Create and maintain reporting and analytics available to Customer Success and identify opportunities to streamline

· Own data model and delivery of insights to CS leadership for Renewal and Churn metrics

· Partner with CS Leadership to identify needs within their unique teams

· Develop customer trends through data, including; Customer lifecycle stages, product adoption, NPS, renewals and retention

· Develop CS trends through data, including; Productivity effectiveness, account baseline analysis, renewal and retention rates

· Proactively identify other areas of the business for analysis

· Ad hoc reporting projects within CS Ops

Minimum Qualifications

· Ability to perform advanced analysis in Microsoft Excel and Google Sheets

· Strong understanding of SaaS business metrics

· Own and execute your projects from start to finish

· 4+ years’ experience in an analyst function

· 3+ years’ experience in customer success, or operations functions preferred

· Experience in SaaS business models

· Excellent presentation and communications skills -- a comfortable and engaging delivery style

· Track-record of data driven projects that have made an impact on the business

Preferred Qualifications

· Ability to quickly adapt based on business needs and prioritize appropriately

· Ability to engage and drive trust with internal teams to foster collaborative partnerships

· Ability to work effectively and manage multiple projects and tasks concurrently

· Excellent active listening and interpersonal skills

· Influential - ability to influence others

· Empathetic: able to understand the needs and pressures of others and develop plans and programs to best address those needs

· Team player: enjoy working with diverse groups of people with widely variable technical skills

#LI-Remote

Colorado Salary Range or On Target Earnings:

Minimum:

$70,200.00 USD

Maximum :

$136,890.00 USD

In addition to the base salary and/or OTE listed, Zoom has a Total Direct Compensation philosophy that takes into consideration base salary, bonus and equity value. Information about Zoom’s benefits is here. Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience. We also have a location based compensation structure; there may be a different range for candidates in other locations.

Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

Explore Zoom:

• Hear from our leadership team

• Browse Awards and Employee Reviews on Comparably

• Visit our Blog

• Zoom with us!

• Find us on social at the links below and on Instagram