Customer Success Strategy & Operations Analyst, Envoy

• We are seeking people with a passion for helping customer-facing teams and who are eager to take on a variety of projects in a fast-paced environment
• Bachelor’s Degree
• 1-3 years of experience in a highly analytical role or a similar role at a fast-growing company
• Advanced proficiency with Excel and Google Suite
• Experience with Salesforce, Jira, Looker, or other BI tools, and customer success tools like Vitally, Gainsight, etc
• Exceptional critical thinker
• Analytical and problem-solving skills
• Highly proficient in using data to answer business-critical questions
• Great communicator
• Ability to multitask
• Comfortable and flexible working in a fast-paced environment
• Passionate about helping customers achieve stellar results
• An exceptional writer and spoken communicator
• Highly organized & autonomous
• Comfortable and energized operating in a fast-moving organization
• Entrepreneurial and self-motivated
• Consultative with demonstrable experience
• Enthusiastic about learning and growing at Envoy
• Intellectually curious and ambitious

Desirable

• The Envoy CS Operations Analyst role drives business strategies and develops new processes that enable our customer success organization to run effectively and efficiently
• This is a multifaceted role where you will work cross-functionally with our customer success team (support, CSMs, SEs, and renewals managers), data, finance, and product teams to design and execute customer success workflows
• Gather, analyze, and present business and operational data to inform strategic decisions
• Partner with CS leadership to develop reports that support day-to-day execution and key initiatives
• Translate complex data into clear, compelling visual narratives that drive stakeholder understanding and action
• Build and maintain dashboards in Looker & Salesforce to drive visibility across performance metrics and OKRs
• Own data hygiene and integrity across CS systems
• Manage and strategically build out tech stack, including Salesforce, Vitally, Looker, Jira, and other systems
• Own quarterly NPS reviews to improve company performance
• Proactively identify improvements in current workflows and processes that can help improve efficiency and focus on automation and acceleration of the business
• Partner with CS teams to understand and support strategic planning, resource allocation, and account segmentation initiatives
• Proactively identify, make recommendations, document, and execute on process, efficiency, and productivity improvements across the CS organization
• Lead documentation and rollout of best practices, process changes, and operational improvements
• Build structured project plans, drive cross-functional alignments, and communicate progress and outcomes to stakeholders

• This application will only be open for two weeks! Don’t miss your chance—apply now before the deadline closes!