Customer Success Operations Analyst, Viz
$93.5-100.4k
+ Bonus + Equity
AI-powered care coordination
Open for applications
AI-powered care coordination
201-500 employees
Open for applications
$93.5-100.4k
+ Bonus + Equity
201-500 employees
Company mission
To make healthcare work faster and smarter.
Role
Who you are
- 3+ years of experience in an analytical role (sales operations, quantitative analyst, consulting, strategy, etc.) - who can easily work with data (namely Tableau, gSheets) and other systems to both provide reporting and identify patterns or solutions
- Advanced analytical skills and expertise with Excel (GSheets) required
- Someone who is able to ‘zoom’ in and out of the business, pairing attention to granular detail with the ability to see the bigger picture
- Clinical or Healthcare Informatics experience is a plus, but not required
- Someone who is proactive and self-directed, who can navigate ambiguity by asking good questions and making independent decisions
- Excellent written and oral communication skills required
- Proficiency communicating in PowerPoint (GSlides)
- Demonstrable Proficiency with Tableau (or similar reporting tool) and Salesforce preferred
- You desire to make a meaningful impact - we are mission-driven
- You want to be a part of an amazing team - our people are the heart of everything we do
- You are a self-starter, are naturally motivated and enjoy a challenge - we are cutting-edge in what we do
- As part of our commitment to health and safety, we require Viz.ai employees to be fully vaccinated before any in-person meetings unless you are exemp
What the job involves
- The Customer Success (CS) Operations Analyst is responsible for driving continuous improvement in CS operations in service of customer retention and growth
- This entails rigorous system design and analysis, managing and administering the CS tech stack, analyzing and gleaning insight from diverse data sets, and supporting customer business reviews / ROI analyses
- Design and deploy reporting to proactively assess customer health, identify growth opportunities, and partner with the CS Team to address potential issues
- Own the overall performance and CS usage of the CS tech stack, partnering with cross-functional system owners and administrators (e.g., Salesforce Admin, IT, Data and Analytics) to ensure data integrity and to coordinate operations and processes
- Current CS tech stack: Salesforce, Vitally, Tableau
- Build and maintain weekly, monthly, and quarterly CS reports; establish benchmarks and identify trends to guide strategic decisions with Customer Success Managers (CSMs)
- Collaborate cross-functionally to develop new processes and reporting tools that enable the team to work smarter
- Bring new, creative ideas to the team ensure that all Viz.ai customers are delighted with our product
- Present data and lead training sessions for internal teams on best practices, internal processes, and data usage
- Be the go-to, trusted pair of hands that can resolve issues, answer questions, or take on helpful tasks to turbo-charge the CS team
- Having you on the team dramatically increases our CS team’s quality and efficiency
- Our tools, systems, and processes work together seamlessly – and keep getting better, adapting to our dynamic business needs
- In your first 6 months, you’ve identified dozens of small and at least a few big ways to improve how we serve our customers, leading to improvements in customer retention and growth, as well as overall CS team engagement
- You’ve built trust, rapport, and mutual understanding with key collaborators across Sales, Rev Ops, Tech Support, Data and Analytics,
- You deeply understand the day-to-day of CSMs, can draw up requirements on their behalf for operational improvements, and can suggest new ideas or projects that will make a difference in our overall customer operations
- Customer reporting requests have become routine and are delivered with speed, accuracy, and minimal effort
- You've become a go-to resource for the CS team, providing valuable data analysis and creative solutions to complex problems
Our take
In the U.S, strokes are the third leading cause of death killing more than 140,000 people annually. These fatality rates are partially a result of strokes being hard to diagnose, and once they occur it is often too late.
Viz uses artificial intelligence to rapidly identify stroke victims to provide treatment faster, aiming to save lives and the financial costs associated with medical treatment. The company achieves this by using machine learning which is trained to identify anomalies within brain scans that neuroscientists struggle to spot.
With a valuation of over $1 billion, in 2023, Viz secured capital from pharmaceutical giant Bristol-Meyers-Squibbs to develop an AI algorithm and provider workflow focused on detecting hypertrophic cardiomyopathy. This is part of Viz's objective of branching out from a focus on strokes into new healthcare territory, such as through its 2025 partnership with precision oncology company Guardant Health to combat lung cancer.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2023
$40m
GROWTH EQUITY VC
Apr 2022
$100m
SERIES D
Total funding: $291.9m
Company benefits
- Work from home opportunities
Company HQ
SoMa, San Francisco, CA
Leadership
Dr Chris Mansi
(CEO)Was a Neurosurgeon for 4 years before co-founding EDUSURG, an online medical education platform for surgeons, where they also served as CEO.
David Golan
(CTO)Was an algorithm developer at b-hive networks and VMware, before becoming a Teaching Assistant at Tel Aviv University. Was also a Postdoctoral Fellow at Stanford.
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