Customer Success Operations Sr. Analyst

Apollo Graph

Apollo Graph

IT, Customer Service, Sales & Business Development, Operations
United States · Remote
Posted on Tuesday, October 3, 2023
Someday, your resume will proudly showcase your role as one of the early members of the Apollo Finance & Operations team. You will recount how you contributed to building mission-critical processes, systems, and analytics, laying the foundation for our Customer Success teams to operate efficiently and effectively. Opportunities like this don't come around often.
This role is high-impact, as you will play a crucial part in scaling our Customer Success team with data, analytics, and technology, contributing to Apollo's journey to becoming the next great software company.
Apollo enjoys tier-1 backing from industry leaders like Andreessen Horowitz and Insight Partners. With millions of weekly downloads of our open-source product, we are on an extraordinary growth trajectory.

What you’ll do

  • Own executive-level reporting, including historical performance analysis, forecasts, PS business summaries, and OKRs. Continuously seek opportunities to enhance forecast accuracy.
  • Define and operationalize metrics to measure and enhance CS efficiency and impact (e.g., feature adoption, account stickiness score). Develop and maintain associated reporting and dashboards to drive data-driven decision-making throughout the organization.
  • AOwn Managing our CS platform, Vitally.io. Create custom solutions and automation to optimize CS processes, making them more scalable, efficient, and collaborative.
  • Program manage CS internal operational cadence, collaborating with cross-functional teams to set agendas, timelines, content reviews, and follow-ups on action items.
  • Evolve into an expert in specific CS Ops areas, contributing to the creation and implementation of long-term CS strategies as the company grows into new phases (e.g., tech touch program).

Who you are

  • Data-driven and analytical: Proficient in using spreadsheet tools, Tableau, and Salesforce to develop insightful dashboards and analyses to monitor performance and identify improvement opportunities.
  • Systematic thinking: Skilled at standardizing recurring actions through process creation and understanding how different components of a system interact with each other.
  • Collaborative: Collaborates effectively with CS and cross-functional teams, including Product and Sales, to ensure full engagement and highly effective processes, driving CS impact at Apollo.
  • Entrepreneurial spirit: Self-starter comfortable with managing competing priorities and navigating ambiguity in a fast-paced environment.
  • Proven work experience in Customer Success Operations, Business Operations, Consulting, or related fields.

Nice to have

  • Proficiency in self-serving with data by writing custom SQL queries into multiple tables in our GBQ database.
  • Prior experience in Enterprise SaaS companies or high-growth Open Source Companies.
This position can be done from anywhere in US time zone.
Apollo is proud to be an equal-opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.
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Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit E-Verify.