Experienced Customer Solutions Operations Analyst – AI Customer Service and Revenue Operations

At arenaflex, we're on a mission to revolutionize the way businesses interact with their customers. Our cutting-edge platform enables companies to provide instant and exceptional service while maximizing the productivity, efficiency, and performance of their support teams. As a key player in our Revenue Operations team, you'll have the opportunity to drive customer outcomes by executing effective customer success strategies and building innovative processes for a growing team.

About arenaflex

arenaflex is a leading provider of AI customer service solutions, empowering businesses to deliver incredible customer experiences online. Our platform, Fin by arenaflex, is the most powerful AI customer service agent available, while Helpdesk by arenaflex is a fully featured AI-enhanced helpdesk for human support. With over 25,000 businesses using our platform to send millions of messages to millions of customers each month, we're committed to pushing boundaries, building with speed and intensity, and delivering incredible value to our customers.

Join Our Team

We're seeking an experienced Customer Solutions Operations Analyst to join our global Revenue Operations team. As a key member of our team, you'll report directly to the Director, Global Revenue Operations, and partner closely with Customer Solutions leadership (encompassing Customer Success, Sales Engineering, and Professional Services). Your primary focus will be on driving customer outcomes by executing effective customer success strategies, from initial usage to renewal and expansion with arenaflex.

Key Responsibilities

As a Customer Solutions Operations Analyst, you'll be responsible for:

• Partnering with Customer Solutions leadership on their top operational initiatives and owning driving them to completion
• Providing project management and managing day-to-day CS operations tasks
• Measuring the effectiveness of the Solutions team via operational metrics and sharing insights and actions with the leadership team
• Collaborating with leadership to assess team needs and providing qualitative and quantitative inputs to inform recommendations and build process improvements
• Documenting existing and new processes in a centralized location to ensure internal consistency and internal adoption of best practices
• Providing constructive feedback on ideas and proposals, identifying areas for improvement and collaboration
• Becoming an expert at customizing and managing our Vitally instance to meet Solutions team tracking and reporting needs

Strategy

As a key member of our team, you'll also be responsible for:

• Partnering with Customer Solutions leaders to create improved customer engagements to drive product adoption and customer outcome
• Collaborating with stakeholders to design and build internal processes, playbooks, and models that optimize our Solutions team
• Analyzing performance, identifying process gaps, and highlighting customer challenges, and creating and executing plans to address these improvement opportunities
• Building a world-class customer success toolkit that enables our team to maximize performance with standardized processes and plays for customer engagements

Analytics

As a Customer Solutions Operations Analyst, you'll also be responsible for:

• Developing a deep understanding of the core metrics for the Solutions team and managing the related data with the goal of driving insights to actions
• Monitoring dashboards and working with data science and analytics teams to understand customer success metrics and communicate actionable insights to CS leaders
• Ensuring data quality across various systems and flagging areas for improvement
• Tracking leading indicators of customer health and renewal, providing insights into areas of strength and opportunity

Requirements

To be successful in this role, you'll need:

• A proven track record with 3+ years of experience working in a customer success/solutions operations role, Sales or Revenue Operations, or relevant consulting, finance, or other analytical roles
• The ability to deliver actionable analysis and recommendations with minimal supervision
• Experience successfully managing cross-functional relationships and competing priorities which contribute to team performance and business goals
• Proven ability to design and implement innovative programs, processes, practices, or methodology across the customer solutions ecosystem (Success, Sales Engineering, and Professional Services)
• Experience working in a SaaS, AI, or technology-driven environment is preferred
• Excellent communication, presentation, and interpersonal skills, including experience in high-level business discussions with executives
• Analytical mindset with proficiency in data analysis and performance metrics
• A high sense of urgency to get things done quickly and ability to thrive in high-growth, fast-paced environments dealing with ambiguous and often complex problems
• Experience using Salesforce CRM

Bonus Skills & Attributes

* Experience using Vitally and/or Tableau is a plus

Benefits

As a member of our team, you'll enjoy:

• Competitive salary and meaningful equity
• Comprehensive medical, dental, and vision coverage
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy
• Paid Parental Leave Program
• 401k plan & match
• In-office bicycle storage
• Fun events for arenaflex comrades, friends, and family!

Work Environment

arenaflex has a hybrid working policy, where we believe that working in person helps us stay connected, collaborate easier, and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.

Equal Employment Opportunity

arenaflex values diversity and is committed to a policy of Equal Employment Opportunity. arenaflex will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

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