Operations Analyst, Carto
Supporting Customer Success Team
+ access to our employee stock options plan
Cloud computing platform for spatial data tools
Job no longer available
Cloud computing platform for spatial data tools
201-500 employees
Job no longer available
+ access to our employee stock options plan
201-500 employees
Company mission
To spatially enable every data scientist, making them more productive and impactful within their companies.
Role
Who you are
- 3+ years of relevant experience in Sales Operations, Customer Success Operations, Business Operations, or related roles at a B2B SaaS company
- Experience working hands-on with Salesforce and a Customer Success Platform (ideally Vitally, but others are acceptable)
- Operational experience with Customer Success principles, metrics, and customer journeys
- A Can-Do attitude, problem solver, and analytical thinker
- Outstanding communication skills. The ability to build effective relationships, listen, communicate, influence, and collaborate cross-team at all levels of the organization
- The ability to turn data into insights and tell the story to cross-functional stakeholders
- Exceptional critical thinking and analytical skillsExperience employing a continuous improvement approach and strategy in a SaaS oriented Customer Success function
- A global citizen with the ability to adapt communication style to the requirements of each country
- Ability to work effectively in a fast-paced, fluid work environment. Excellent cross departmental communication skills
- Proven ability to think ahead, engage proactively, and take initiative
- An entrepreneurial self-starter that can take a project and run with it, digging into data and coming up with strategic recommendations
What the job involves
- To continue our growth, we are looking for a Customer Success Operations Analyst to work with our GTM Operations team supporting our VP of Customer Success to build and iterate on our operational infrastructure to support continued growth and retention
- In this role, you will own our CS platform, Vitally, ensuring optimal setup and integration with our CRM, Salesforce and other supporting tools within the Customer Success organization
- You will be a primary owner of the relationship with our VP of Customer Success based in New York in addition to engaging with stakeholders and teams throughout the organization to achieve initiatives
- This role will be remote, based in Spain, France or Argentina, and will report to the Senior Director of GTM Operations, based in London
- Partner with Customer Success leaders to extract insights on the customers’ journey through the creation and maintenance of dashboards, views, and reports
- Partner with CS leaders to examine current processes and workflows and map out a continuous improvement roadmap that uplevels the performance and scalability of the team
- Build processes that assist the company to develop an understanding of and trust in customer health, sources of customer risk/churn, renewal forecasts and trends
- Foster and lead a data-driven culture, ensuring that decisions and strategies are based on accurate and timely data
- Assist in the communication, enablement, and diligence of new and existing post sales processes
- Operationalize the customer journey and track the relevant metrics for success
- Be the point of contact and subject matter expert for enabling operational excellence of the CS team
- This will include training, enablement, team onboarding and documentation of customer success processes
- Work closely with CS leadership in areas such as goal setting, team performance, comp plans, and staffing ratios
- Maintain and optimize CS platforms and tools for efficiency and effectiveness
- The tech stack includes Vitally (other CSP experience like Gainsight or ChurnZero is relevant), Zendesk, HubSpot, Salesforce, BigQuery/Looker, Slack, Zapier
- Drive continuous improvement by staying abreast of industry trends, best practices, and emerging technologies in customer success operations
- Work directly with leadership to influence CARTO’s GTM strategy
Our take
Spatial analysis data is highly valuable to most industries, but making use of such data can be tough. If a business wants to make actionable insights based on this information, they generally must employ data scientists that specialize in location intelligence, a complicated role that is expensive to fund.
Carto provides a cloud-native location intelligence platform, facilitating the storage, enrichment, analysis and visualization of spatial analysis data, without the need to employ specialists. The company claims that its users can access 70% of location-related data that is currently not used to drive decision making, allowing them to gain an edge in a variety of markets including logistics, retail, fintech and healthcare.
Carto has taken a unique approach by recognizing the complications that come with interpreting first-hand spatial data, making it simpler for data scientists to visualize data without having expertise in the subject area. It continues to bolster its offering with new capabilities, such as AI agents to improve decision making.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Dec 2021
$61m
SERIES C
Mar 2020
$0.9m
EARLY VC
Total funding: $97.9m
Company benefits
- Access to our employee stock options plan
- Private medical insurance
- Flexible work hours in a focused but casual environment at the center of Madrid
- A bright, comfortable office stocked with snacks, good coffee, and even a ping-pong table and cinema :)
Company HQ
Midtown South, New York, NY
Leadership
Javier de la Torre
(Founder & CEO/CSO)Experience as Founder and CEO of Vizzuality from 2008 to 2014. Director of Open Geospatial Consortium since 2021.
Share this job
View 5 more jobs at Carto