Senior Customer Operations Analyst

At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI. 

#LI-Hybrid

Customer Operations is looking for a data-driven, resourceful, and diligent individual to help scale our Global Services (GS) operations. You will partner closely with GS leadership and leaders across the GTM team, Field Engineering, Finance, Product, Analytics, Revenue Operations, and Enablement; this role will be key in driving strategic go-to-market initiatives and KPIs, i.e., time to value (TTV), net dollar retention (NDR), etc.

The ideal candidate is excited to work in a fast-paced organization and excels at deriving insights from data and aligning cross-functional groups on process optimization and change management. You must have strong organizational skills, an analytical mindset, a solid understanding of operational excellence, and excellent communication & relationship management skills.

Who will love this job:

• A collaborative partner – building strong relationships cross-functionally is the best way to get the job done
• A clear communicator – you convey your thoughts clearly across all levels of the organization, both verbally and in writing
• A curious puzzle solver – decisions aren’t made in a bubble, and we’ll often be piecing together multiple stakeholders, fast-paced workstreams, and data points to make sure we end up with the right solution
• A relentless problem solver – you’re able to rapidly understand the current state, formulate potential solutions, and effectively execute

Roles & Responsibilities

You will be responsible for a diverse range of projects spanning analysis and modeling, process optimization and change management, day-to-day maintenance, and improvement of our current tech stack. Examples include working with Business Systems on optimizing Kantata (Dataiku’s PSA system) integrations and supporting our users, building and maintaining Gold Reference datasets with the Data Platform team, building TTV and project health analysis for Leadership QBRs, and supporting new services SKU roll-outs like Gold & Platinum Support. You will work closely with the GS leadership team on a daily basis and will work frequently with Business Systems and Analytics teams, Finance and Revenue Accounting, Enablement, and more.

• Partner directly with GS leadership on critical organizational and operational projects designed to accelerate TTV, team productivity, and operational efficiency. e.g. capacity planning
• Build strong relationships within the wider Revenue Operations team as well as analytics, systems, and enablement teams to ensure smooth collaboration, tight cross-functional alignment, and consistency when rolling out process improvement or new programs
• Lead end-to-end projects from scoping to execution by gathering and synthesizing data, process design, developing final recommendations, and final roll-out
• Ongoing quantitative and qualitative analysis of business performance – extract key insights, metrics, and trends to support daily operations, leadership QBRs, and/or offsites
• Translate data into insights to action and deliver/communicate recommendations to customer leadership and the broader organization on growth opportunities
• Proactively identify and redefine processes and systems that improve and scale our business and consistently contribute to operations strategy and roadmap

Skill Set 

• 3-5+ years of professional experience in business operations, sales operations, business strategy, or consulting, ideally experience operating in a high-growth SaaS company
• Excellent eye for business - you are able to quickly understand the sensibility of a critical initiative, interpret high-level concepts and frameworks, and execute appropriately
• Strong data analysis experience – Gsheet, Excel, SQL, DSS
• Highly analytical and able to digest large, multi-layered data sets and extract insights that are relevant and practical to drive decision-making
• Data visualization experience – Tableau or other analytics/BI platforms
• Experience aligning and coordinating cross-functional partners and stakeholder management at a global scale when rolling out new initiatives or driving operational execution
• Experienced in project management, hyper-organized, driven by deliverables, and used to working with people from different backgrounds
• Problem-solving mindset and curious to a fault in wanting to understand the ins and outs of everything you run into and not afraid to get your hands dirty when solving problems
• Flexible, adaptable, adept at change management, comfortable working in ambiguous environments
• Great communication skills, able to clearly articulate and present complex situations and concepts