Senior Operations Analyst, Global Digital SMB Sales

The Global Digital SMB Sales team at GitLab is focused on delivering exceptional SMB customer outcomes and experience at scale, through an innovative, collective ownership and signal-based approach to customer engagement. Our SMB Advocates are the single GitLab resource that engages with SMBs pre-sales, sales and post-sales. As the Operations Analyst, you will play a critical role in building and enhancing the systems, tools and processes that allow our GTM model to operate smoothly and effectively at scale, and ultimately drive value to our customers. You will own driving significant systems projects in conjunction with our business partners across operations, systems, IT, finance, and fulfillment.. You will be a key enablement resource for the sales teams to drive fast onboarding, tool adoption, model improvement and collecting and responding to feedback. With your strong background in SaaS/CRM operations or administration, and drive for consistent improvement, you will help us scale our model for explosive growth across our segment.

The Senior Analyst role is part of a team focused on transforming the way that GitLab goes to market. Aligned to a cohort of GitLab customers, this role is focused on leveraging data to empower these customers to onboard, transact, and manage their accounts online and at scale.

The Senior Analyst, Global Digital SMB reports to the Manager, Global Digital SMB.

Responsibilities

• Develop strategies and drive team focus based on data insights and findings
• Partner with Global Digital SMB Managers to create, execute, and measure experiments focused on driving business growth and improving the Self-Service customer experience
• Partner with direct sales to transform our current go-to-market and support a larger self-service channel
• Work cross-functionally to optimize our customer journey and experience for a cohort of GitLab customers.
• Design and build insightful dashboards for the self-service team and our stakeholders
• Take ad-hoc analyses and turn them into a repeatable, scalable data views that our team can leverage on their own
• Leverage data to identify new Self-Service cohorts, and determine the best method of engagement
• Ownership in scoping, sizing and delivering multiple requests balancing prioritization, efficiency and quality
• Be proactive and identify trends or flag potential issues

Requirements

• Ability to use GitLab
• BS/BA degree in business engineering, economics, or related degree OR equivalent combination of education, training, and experience
• Demonstrated progressive experience in data analytics
• Excellent written and verbal communication skills
• Comfortable presenting data and providing recommendations with confidence to senior level stakeholders, even when there is ambiguity involved
• A knack for identifying and investigating anomalies in data and operations
• Familiarity with product analytics and tools (e.g. Amplitude)
• Familiarity with sales & marketing funnel reporting and industry KPIs, such as website sessions, MQLs, pipeline, and bookings
• Familiarity with BI tools (e.g. Explore, Tableau) and Excel / Google Sheet functions
• Experience with SQL, data warehouses and/or scripting languages (e.g. Python, BigQuery, MySQL)
• Experience analyzing CRM data (e.g. Salesforce) and web tracking (e.g. Google Analytics)
• Self-motivated and self-managing, with strong organizational skills

About the team

Thanks to our Transparency value, you can see what we are working on in our Team page. 

How GitLab will support you

• Benefits to support your health, finances, and well-being
• All remote, asynchronous work environment
• Flexible Paid Time Off
• Team Member Resource Groups
• Equity Compensation & Employee Stock Purchase Plan
• Growth and development budget 
• Parental leave 
• Home office support

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.

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