Senior Customer Success Operations Analyst, Akeneo
More information about location
1-2 days a week in office
The product experience company and global leader in Product Information Management
Job no longer available
The product experience company and global leader in Product Information Management
201-500 employees
Job no longer available
More information about location
1-2 days a week in office
201-500 employees
Company mission
To empower business leaders with software, education and an engaged community all focused on the practice of product experience management.
Role
Who you are
- You have +3 years of experience in a revenue operations role within the SaaS industry supporting Customer Success and Professional Services teams
- You are proficient with CRM and Customer Success systems (e.g., Salesforce, Catalyst) and BI tools (e.g., Tableau, Looker)
- You have excellent communication skills, with a proven ability to influence stakeholders
- You have strong analytical skills and are familiar with forecasting models and operational KPIs
What the job involves
- Join us as Senior Customer Success Operations Analyst, where you’ll play a pivotal role in enhancing the efficiency and effectiveness of our Customer Success and Professional Services teams, ensuring smooth workflows, data-driven insights, and strategic planning
- This position will be key in aligning processes with company goals to deliver exceptional outcomes for customers and the business!
- Optimize Customer Success operations by designing territory plans and portfolio allocation strategies, establishing rules of engagement, and leveraging dashboards and KPIs to track performance and identify improvements
- Develop dashboards and forecasting processes to track Professional Services performance and support regional managers with updates
- Lead churn and expansion forecasting processes to provide actionable insights for leadership and drive operational readiness for new initiatives, aligning tools, systems, and workflows
- Optimize tools and systems (e.g., Salesforce, Catalyst, JIRA) and continuously improve department workflows while driving efficiency and scalability
- Analyze churn root causes, implement corrective actions, and collaborate on retention strategies to improve customer retention
Application process
- Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Partners, where you’ll learn more about the role and about Akeneo
- Meet your future manager! This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills
- Meet the team! Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with your future colleagues or stakeholders
- Sign your offer!
- At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame
Our take
Based in France and Boston, Akeneo is a provider of product experience management (PXM) and product information management (PIM) solutions. The platform enables businesses to create product growth opportunities by enriching, managing and optimizing product data across the entire customer journey, to deliver unforgettable experiences to their customers.
The company is trusted by global brands and industry experts, including Staples, AMG Medical and Bensons for Beds. Recognised as a Global Leader in Product Information Management by IDC and Gartner, Akeneo's Product Cloud provides an AI powered, single source of truth for product information and data.
With over 3 billion unique product experiences delivered by Akeneo PIM, they are in a great position to continue making waves in the product experience management space, bringing Akeneo ever closer to its goal of best serving the growing needs of modern omnichannel brands and retailers.
Kirsty
Company Specialist at Welcome to the Jungle
Meet the team
Meet Nicholas, Senior Manager Business Development
Our mission
Progress careers and make impactful contributions to team members' professional growth.Insights
Company
Funding (last 2 of 5 rounds)
Mar 2022
$135m
SERIES D
Sep 2019
$46m
SERIES C
Total funding: $197.2m
Company values
- Diligent Benevolence: We thrive as a unified force, caring deeply for one another, celebrating victories, and growing together. Openness and kindness are our cornerstones, but we steer clear of complacency. We strive for excellence, knowing it demands constant, honest feedback within a supportive environment
- Humble Hunger: We have big ambitions and aim to be the best at what we do. But we recognize that this is a long and imperfect road. There is no recipe for success. Arrogance and self-conceit will not drive us anywhere. It’s a journey of learning, minus the ego trip
- Responsible Pioneers: Our decisions boldly navigate new frontiers, always aligned with our customer-first compass. We navigate with responsibility, recognizing our resource limits. We're a crew of accountable owners
- Inclusive Community: More than an inner spark, our Purple Fire forges a community where everyone's seen, heard, and valued. It's our diversity – of thought, background, and culture – that fuels this fire, creating an impactful, united, and passionate collective that aims to create and inspire
Company HQ
101 Arch St Boston, MA 02116
Articles
Leadership
Romain Fouache
(CEO)Previously the Managing Director at Arbiom before working several positions at Dataiku, including VP of Strategy, COO and CRO. They worked at Dataiku for 7 years total before becoming CEO of Akeneo.
Benoit Jacquemont
(Co-Founder & CTO)Previously worked for over 12 years at Smile in many different roles before becoming the CTO of Akeneo. These titles include Project Manager, PHP Technical Director and CTO of Smile Group.
Fred de Gombert
(Co-Founder & President)Previously founded and was CEO of Manalee before working at Smile as a Pre-Sales Engineer and later E-commerce Director. They worked at Smile for over 7 years before co-founding Akeneo.
Nadine Pichelot
(CFO)Nadine supports the company through its next phase by implementing infrastructure and processes that support profitable and sustainable growth. She brings 35 years of experience as a COO and CFO.
Sabrina Jaksa
(Chief People Experience Officer)Sabrina is an award-winning HR coach, consulting start-ups and SMEs on a variety of pain points such as culture, values, recruitment, L&D, people management, HR compliance, and more.
Andy Tyra
(Chief Product Officer )Andy leads Akeneo's Eng, Product, & Design to define multi-product strategy. He helped build AmazonFresh/AWS Marketplace & was Whereby's 2023 CEO.
Annabelle Malherbe
(Chief Operating Officer )Annabelle collaborates closely with the CEO to drive Akeneo’s strategic agenda and corporate development. Annabelle’s previous roles include COO at Zoovu and Linkfluence.
Diversity, Equity & Inclusion at Akeneo
Camille Fant (Principal CSR & DEI Manager)
- At Akeneo, we are committed to fostering a safe and welcoming environment for everyone, regardless of gender identity, sexual orientation, disability, race, age, family status, religion, or any other personal traits. We strive to create the conditions for you to feel safe and be yourself. We have created different Employee Resource Groups (ERG) to support our Inclusive community value. By providing a safe place for underrepresented groups (URGs) and advocating for the needs and concerns of URGs they play a significant role in promoting diversity and inclusion and reinforce Akeneo’s commitment to Diversity, Equity, and Inclusion. Akeneo Employee Resource Groups (ERGs): - Akeneo Women & Allies - Akeneo LGBTQIA+ & Allies - Akeneo Neurodiversity & Allies - Akeneo Parents & Allies - Akeneo People of Color & Allies Our five ERGs have led a variety of impactful initiatives, including hosting conferences with external speakers, publishing newsletters, and organizing First Aid training sessions for infants and children.
- Woman in Leadership Program The Women in Leadership program (open to every woman at Akeneo) empowers women to navigate leadership with confidence, authenticity, and strategic influence. Through a mix of discussions, skill-building workshops, and peer collaboration, participants gain the tools needed to overcome challenges, strengthen their leadership presence, and advance their careers.
- Uncounscious bias Training An unconscious bias is a prejudice or stereotype individuals hold about certain groups of people that they aren’t consciously aware of having. These biases may exist toward people of various races, ethnic groups, gender identities, sexual orientations, physical abilities and more. At Akeneo, we are committed to identifying and understanding unconscious biases and their impact on recruitment and company culture. We strive to build a workplace that actively acknowledges bias by empowering everyone to speak up and providing comprehensive training to help all employees recognize and address it.
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