Join the Revenue Operations team as Revenue Operations Analyst for Customer Support (as part of the wider Customer Success Team)and be an integral part in ensuring our next stage of growth. In this role you will be reporting to the VP of Revenue Operations while supporting the Customer Support Leadership Team and deriving insights from tools such as Freshdesk, Gainsight and Salesforce.com and their surrounding application ecosystem. You will be a key driver in tracking and reporting on weekly, monthly and quarterly metrics for the Customer Support teams against their goals, and you will be building and improving key business processes within the Customer Support and the broader Customer Success Team.
How you'll add value:
- Data Analysis & Reporting: Track and analyze R365 Customer Support Team’s key performance indicators by identifying areas for improvement and providing actionable insights and recommendations
- Data Analysis & Planning: Collaborate with cross-functional teams such as Finance, Data & Analytics, and Product to provide a holistic picture of Customer Support Team’s performance
- Customer Support Tools: Monitor and analyze adoption of CS software tools by understanding their role within the Customer Lifecycle (Freshdesk in particular)
- Customer Support Strategy: Initiate and lead projects that support continued scalability of the Customer Support team and help meet customer renewal targets
- Customer Support Process Design: Continuously evaluate customer support lifecycle, while introducing process efficiencies through automation and process streamlining
- Thought leadership: Proactively identify industry best practices and help bring innovative ideas to the Customer Support and the wider Customer Success organization about how to scale the organization and drive growth for our customers
What you'll need to be successful in this role:
- 4+ years functional Customer Support or Customer Success Operations experience in the SaaS industry
- Analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools
- Proficiency in Freshdesk or equivalent support ticketing systems, with a keen understanding of
- system administrations and configuration
- Proficient in scoping out process and system changes and ability to understand their impact on the overall customer success lifecycle
- Proficient in project management with demonstrated ability to drive projects from start to finish
- Advanced Excel skills (Pivot tables, VLOOKUP, filtering, functions, and formulas)
- Effective communication skills and the ability to build cross-functional relationships across the organization.
- Knowledge and understanding of customer support and customer upsell processes
- Ability to work independently with a high degree of accountability
- Strong Attention to detail and data integrity
- Experience with Freshdesk
- Experience with Gainsight
- Experience with Pendo
PREFERRED QUALIFICATIONS
R365 Team Member Benefits & Compensation
- This position has a salary range of $90,000-$115,000. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
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