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Form of workRestaurant365 is a SaaS company disrupting the restaurant industry! Our cloud-based platform provides a unique, centralized solution for accounting and back-office operations for restaurants. Restaurant365’s culture is focused on empowering team members to produce top-notch results while elevating their skills. We’re constantly evolving and improving to make sure we are and always will be “Best in Class” ... and we want that for you too!
Join the Revenue Operations team as the first Revenue Operations Analyst for Customer Success and be an integral part in ensuring our next stage of growth. In this role you will be reporting to the VP of Revenue Operations while supporting the Customer Success Leadership Team in driving analytics and insights from tools such as Gainsight, Freshdesk and Salesforce.com and their surrounding application ecosystem. You will be tracking the various Customer Success teams against their goals, and you will be building and improving key business processes within the Customer Success Team.
How you'll add value:
- Data Analysis & Reporting: Track and analyze R365 Customer Success Team’s key performance indicators by identifying areas for improvement and providing actionable insights and recommendations
- Data Analysis & Planning: Collaborate with cross-functional teams such as Finance, Data & Analytics, and Product to provide a holistic picture of Customer Success Team’s performance
- Customer Success Tools: Monitor and analyze adoption of CS software tools by understanding their role within the Customer Lifecycle
- Customer Success Strategy: Initiate and lead projects that support continued scalability of the Customer Success team and help meet customer renewal targets
- Customer Success Process Design: Continuously evaluate customer support lifecycle, while introducing process efficiencies through automation and process streamlining
- Thought leadership: Proactively identify industry best practices and help bring innovative ideas to the Customer Success organization about how to scale the organization and drive growth for our customers
What you'll need to be successful in this role:
- 5+ years functional Customer Success Operations experience preferably in the SaaS environment
- Analytical problem solver and self-starter, you will use data and qualitative information to help develop processes and drive the optimization of our daily operations and tools
- Experience with managing and evaluating Customer Success tools including Salesforce and Monday.com, and customer engagement and analytics software (we use Gainsight and Pendo)
- Proficient in scoping out process and system changes and ability to understand their impact on the overall Customer Success lifecycle
- Proficient in project management with demonstrated ability to drive projects from start to finish
- Advanced Excel skills (Pivot tables, VLOOKUP, filtering, functions, and formulas)
- Effective communication skills and the ability to build cross-functional relationships across the organization.
- Knowledge and understanding of customer support and customer upsell processes
- Ability to work independently with a high degree of accountability
- Strong Attention to detail and data integrity
- Experience with Gainsight
- Experience with Pendo
- Experience working in Agile sprints and ceremonies
PREFERRED QUALIFICATIONS
R365 Team Member Benefits & Compensation
- This position has a salary range of $85K-$115K. The above range represents the expected salary range for this position. The actual salary may vary based upon several factors, including, but not limited to, relevant skills/experience, time in the role, business line, and geographic location. Restaurant365 focuses on equitable pay for our team and aims for transparency with our pay practices.
- Comprehensive medical benefits, 100% paid for employee
- 401k + matching
- Equity Option Grant
- Unlimited PTO + Company holidays
- Wellness initiatives
#BI-Remote
$85,000 - $115,000 a year
R365 is an Equal Opportunity Employer and we encourage all forward-thinkers who embrace change and possess a positive attitude to apply.
