Customer Operations Manager, Planful

CA$80-100k

SQL

Tableau

Looker

Excel

Google Sheets

Salesforce

Power BI

Gainsight

Junior, Mid and Senior level

Remote from Canada

Cloud FP&A Platform for Continuous Planning

Be an early applicant

Cloud FP&A Platform for Continuous Planning

501-1000 employees

B2BEnterpriseFinancial ServicesSaaSCloud Computing

Be an early applicant

CA$80-100k

SQL

Tableau

Looker

Excel

Google Sheets

Salesforce

Power BI

Gainsight

Junior, Mid and Senior level

Remote from Canada

501-1000 employees

B2BEnterpriseFinancial ServicesSaaSCloud Computing

Company mission

Planful was founded to speed up the end-to-end financial planning and analysis process, driven by a vision of continuous planning. It fosters business-wide participation in decision-making and planning, optimising how employees navigate their organisation through frequent and complex business changes.

Job

Company

Role

Who you are

2-5+ years as a Business Analyst, Data Analyst, or in CS Ops/RevOps function
Experience with CRM and CS platforms (e.g. Salesforce, Gainsight)
Proficiency in Excel/Google Sheets, SQL
Experience with BI Tools (e.g. Tableau, Looker, Power BI)
Familiarity with SaaS business models and customer lifecycle stages
Strong analytical mindset with the ability to translate data into business insights
Excellent communication skills to collaborate with cross-functional teams
Ability to document and improve business processes using tools like Lucidchart

What the job involves

We are seeking a Business Analyst to play a critical role in helping our company deliver exceptional customer experience
As a key member of our Business Operations team, you will play a crucial role in working cross-functionally to analyze customer behavior, assist with driving retention strategies, and optimize customer success operations through data and process improvements
Partner with Customer Success, Product, Data teams to understand and improve the customer journey
Analyze customer health scores, product usage trends, support data, and NPS to identify at-risk accounts and expansion opportunities
Define and maintain metrics, dashboards, and reports to monitor customer engagement and satisfaction
Gather and document requirements for customer success tools, workflows, and automations (e.g. Gainsight, Salesforce, FinancialForce)
Support Customer Success leadership with data-driven insights for strategic decision-making
Assist in the rollout and adoption of technology solutions that enhance customer experience
Design and improve processes to streamline onboarding, renewals, and support escalation workflows
Support managing Feedback and Enhancement requests for the Command Center

Our take

Planful is driven by the conviction that continuous planning elevates the financial IQ of all parties involved. It rebranded in 2020 from 'Host Analytics' to reflect this fundamental focus on continuous planning being central to Planful's identity.

Currently, most financial institutions only have quarterly or even annual planning reviews, meaning they have to rely on outdated budget projections & financial metrics so they lag behind the curve. Planful sets itself apart through helping clients to use monthly, weekly, or more frequent cycles. This means businesses can adapt and innovate rapidly in response to events and help drive financial innovation.

Planful’s cloud financial planning and analysis solutions stand out as it delivers 90% reduced reporting time, and up to 75% reduced average time to close. This approach has led to Planful being trusted by hundreds of big-name brands, including Five Guys, Evernote, Boston Red Sox, Robinhood, and TGI Fridays, as well as hundreds of thousands of users across the world.

Freddie

Company Specialist at Welcome to the Jungle

Insights

8% employee growth in 12 months

Glassdoor (4.7)

Company

Funding (last 2 of 8 rounds)

Feb 2020

$6.7m

SEED

Nov 2014

$25m

SERIES E

Total funding: $95.3m

Company benefits

12 weeks fully paid parent leave
Flexible working hours
Full medical, dental, vision benefits
Work from home opportunities
Health insurance

Leadership

Grant Halloran

(CEO)

Having spent over 8 years at ANZ , Grant went onto cco-found ProductBank and Brand Manager. In 2007, he went onto become CEO of Orbis for 5 years. Since then, Grant has worked at Anaplan as CMO and OmniSci as CCO.

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