Senior Customer Success Operations Analyst

Senior Customer Success Operations Analyst

Solink is a different kind of data analytics software company.  We've successfully made video security a source of powerful insight for business owners of franchise and retail chains. We focus on security applications that combat fraud proactively and make it easier for owners to track down problems. Today we focus on loss prevention and in the future, we see every department using video to make data-driven decisions: marketing, operations, and even HR.

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there.  We are venture-backed and focus on continuous execution to delight our customers.  We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

A bit about the role…

As a Senior Customer Success Operations Analyst, you will play a critical role in accelerating our revenue growth through customer expansion and retention. This role helps deliver exceptional value to our clients by optimizing processes, systems, and data that enable our Customer Success teams.

Reporting to the Head of Revenue Operations, you will collaborate closely with Customer Success, Revenue Operations, and other cross-functional teams to ensure we scale our operations effectively, drive client retention, and improve customer satisfaction.

WHO YOU ARE: 

• You possess 3-5 years of experience in a Customer Success Operations analysis focused role

• You have a strong understanding of Customer Success processes, systems, and metrics. 

• You’re an expert with Customer Success platforms (ie: Gainsight). 

• You are a process optimizer who thrives on building efficient workflows and systems.

• You are a data-driven problem solver who loves turning insights into action.

• You’re a collaborator who can work cross-functionally to enhance the customer experience.

• You are a strategic thinker who sees the big picture and drives long-term growth.

• You possess excellent communication and project management skills. 

• You have the ability to work cross-functionally and manage stakeholders at all levels of the organization.

Bonus if you…

• Have experience with CRM systems (Salesforce). 

SECURITY REQUIREMENTS:

• Candidates must undergo a criminal records check upon hire;

• Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;

• Be willing to comply with Solink’s own security policies and standards.

WHAT WILL YOU DO?

• Design, implement, and manage processes and workflows to improve the efficiency of the Customer Success team.

• Support Customer Success leadership in designing and ensuring smooth onboarding, training, and management of customers throughout their lifecycle.

• Optimize customer health scoring and reporting mechanisms to ensure actionable insights.

• Build, maintain, and improve reporting and dashboards to track key performance indicators (KPIs), such as customer health, churn, retention, and Net Promoter Score (NPS).

• Collaborate with the Revenue Operations team to align customer success data with sales, marketing, and product analytics.

• Take ownership of and manage our Customer Success platform (Gainsight) and other tools, ensuring effective usage across teams.

• Lead initiatives to integrate and streamline systems, ensuring seamless communication between tools used by Customer Success, Sales, and Support teams.

• Own the CS Ops roadmap to enhance our CS processes, technology, and reporting.

• Drive continuous improvement of internal processes to enhance customer onboarding, retention, and account growth.

• Develop playbooks, SOPs, and best practices for the Customer Success team.

• Collaborate with cross-functional stakeholders (Sales, Product, Marketing) to streamline the customer experience across the organization.

• Work with Customer Success leadership to support strategic initiatives, including customer segmentation, expansion strategy, and upsell/cross-sell opportunities.

• Partner with Customer Success leadership to identify areas for automation and process enhancements that drive operational scale.

• Work with Revenue Operations in setting targets and defining territories for CS.

WHAT IS SOLINK?

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest-growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics, and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience! What an exciting adventure ahead - and our Solinkians make the greatest travel companions… 

Solink thrives because of our team; we know that in our business and in our daily work, people make all the difference. We’re looking for people who are driven by curiosity, hungry to innovate, and striving to make an impact. 

WHY WORK AT SOLINK? 

Working with us means you’ll be working for a company that values your input and allows you to bring your ideas to life.  We offer a collaborative, creative, supportive work environment with a culture that is undeniably fun… 

All that - PLUS we offer…..

• Flexibility in your chosen hours of work by helping you get "stuff" done (encourages that work-life balance);

• Opportunities for growth based on merit, skill, and initiative;

• Friendly, welcoming, and team-oriented atmosphere that fosters collaboration;

• A creative and innovative environment that mentors supports, motivates, and inspires you to make an impact;

• Interesting and exciting assignments ranging in size, type, and complexity;

• An “open-door” policy where communication and brainstorming are encouraged;

• A really positive and fun environment working with an incredibly ENERGETIC team;

• Fully paid Health / dental benefits offered immediately (an additional $500 spending account for items that aren’t covered in our AMAZING benefits program);

• Monthly reimbursement toward a health and wellness program; 

• Extracurricular SOLINKIAN social events (annual “solink-o de mayo”, so-learns, sports teams,  so-lunches, team builders, and much more)

We know that everyone has different experiences and that’s what makes all of us so unique. Solink is an Equal Opportunity Employer. We’re looking at building our team of great people and we know that comes in various forms. We are committed to a diverse and representative workforce, and an open and inclusive work environment and we encourage all candidates with interest to apply. We will provide accommodation on request through all parts of the selection process.

HOW TO APPLY?

Please submit your cover letter and resume addressed to Admiral Ackbar outlining why you would be the right fit for this position.