Customer Success Operations Analyst / Senior Analyst, Visier
CA$88-132k
+ Bonus
More information about location
3 days a week in office (Yaletown, BC)
People analytics & workforce planning software
Job no longer available
People analytics & workforce planning software
501-1000 employees
Job no longer available
CA$88-132k
+ Bonus
More information about location
3 days a week in office (Yaletown, BC)
501-1000 employees
Company mission
To reveal the human truth that helps businesses and employees win together through its cloud-based platform for HR and people analytics.
Role
Who you are
- You’ve worked in Customer Success, Professional Services, Revenue/Sales analytics, operations, or a similar role within a high tech environment
- Data-driven by nature, you never stop asking why and what problem are we solving, constantly forming and testing hypotheses while validating assumptions with data
- You understand the value of analytics and are eager to drive process improvements while helping stakeholders refine how they use data for decision-making
- With an operational mindset, you quickly adapt to systems and naturally apply technology to revenue-generating processes
- Familiarity with Gainsight, ServiceNow, Business Intelligence tools ( ex. Tableau, Looker, Domo, etc.), and Excel
- You have strong communication skills, able to gather requirements from non-experts and effectively translate them for technical teams
- High emotional intelligence (EQ) enables you to build meaningful relationships with stakeholders and navigate cross-functional dynamics effectively
- Motivated and resourceful, you find fulfillment in enabling others and driving meaningful impact
- A big-picture thinker, you grasp overarching goals while understanding how each component contributes to the end result
- Thriving in a fast-paced, growing company, you embrace change with an entrepreneurial mindset and are comfortable iterating rapidly
- You roll up your sleeves
- You make it easy
- You are proud
- You never stop learning
- You play to win
What the job involves
- As the Operations Analyst, you will play a key role in scaling Visier’s Customer Success (CS) organization to drive outstanding customer outcomes, maximize revenue retention, and fuel growth
- You will develop and implement strategic, scalable processes that enhance customer engagement, deliver measurable business impact, and position Visier as a trusted partner
- We are looking for a self-motivated, intellectually curious, and highly collaborative individual to drive meaningful insights and actions that enhance the impact of our Customer Experience organization
- Reporting to the Chief Customer Officer, you will be a trusted partner to leaders across Customer Success, Professional Services, Tech Support, and Education, supporting strategic initiatives that improve productivity and drive business growth
- Improve the operational reporting that helps us understand how best to manage the Customer Success, Professional Services, Technical Support, and Education functions of Visier
- Track and analyze leading indicators of business performance to identify insights and opportunities
- Aligning and monitoring cross-functional projects and investments to align with strategic goals and keep pace with our annual plan
- Support divisional initiatives, acting as a PMO for some projects and as the project manager for others
- Identifying and investigating risk and operational improvement opportunities, ensuring a rhythm of insight for operating leaders
- Working with revenue operations, CX operating leaders, and IT to ensure that we have clear requirements for reports, dashboards, and other management tools that keep us informed of risks and keep pace with our annual goals
- Independently gather and interpret data to surface insights, identify and recommend areas of improvement, and work with leaders to prioritize the improvements based on business impact
- Build necessary reports and dashboards and create charts, data sets, slides, and supporting documentation for various meetings (i.e. risk review, project delivery status, QBRs, and other critical meetings)
- Perform deep analyses on the leading indicators and surface critical business insights to enable leaders to move from insight to action quickly
- Creating a rhythm of management reports (and narratives) that build on items like our retention forecast, project risk dashboard, and capacity/utilization dashboard
- Drive an operating cadence, which includes everything from gathering data, improving predictive measures, running analysis, and facilitating forecasting and planning
- Manage special projects that involve communication, coordination, and alignment with Visier's customer base and other functions
Our take
Gaining insights into workforces through people data is invaluable to businesses, allowing them to understand how to retain their hardest-working staff members, benchmark worker performance against competitors, and enable the growth of leaders within the organisation. While HR departments have access to some productivity tools that utilize people analytics, their fragmented and antiquated nature demands a more unified and future-proof solution.
Visier provides an all-in-one cloud-based people analytics platform for businesses, aiming to drive staff retention programs, maximize recruitment outcomes, arm leaders with workforce insights, and ultimately connect business outcomes to the people involved. The platform achieves this through a variety of integrative tools such as performance benchmarking, smart workforce questionnaires, data management automation, and people-powered insights.
Despite the fact that the company faces competition from other people-data solutions, Visier continues to stand out by this unified approach. The company has existing partnerships with EA, Uber, and NCI too, demonstrating success in improving leadership through people analytics, reducing labour costs, and increasing staff retention. In contrast to much of the broader tech sector, the company has grown consistently and accelerated its geographic expansion, a testament to its product's value to businesses.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$125m
SERIES E
Apr 2020
$45m
SERIES D
Total funding: $261.5m
Company HQ
Downtown Vancouver, Vancouver, BC
Leadership
Ryan Wong
(Co-Founder, CEO & President)Chief Architect & Director of Engineering for Crystal Decisions. Was also Vice President of Engineering for SAP from 2003 to 2008.
John Schwarz
(Co-Founder & Chairman of the Board)GM of Industry Solutions for IBM from 1974 to 2000. Was also President and COO of Symantec, and Business Objects CEO and Executive Board Member of SAP.
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