Senior Customer Success Operations Analyst (Guatemala)

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

The Role

This role will help to shape the future of our centralized (hub and spoke) analytics service model as part of a fast growing team and company. As a Senior CX Operations Analyst at Podium you will play a crucial role in shaping the analytical infrastructure that drives strategic decisions across our customer experience (CSMs) organization. Collaborating closely with operational leaders and cross-functional teams, you'll be instrumental in delivering insights and empowering data-driven strategies.

Your primary focus will be on enhancing and accelerating our CX strategy by delivering effective operational strategies through process design, tools, and insight within the Customer Experience domain. This entails developing operational rigor, documenting key processes, partnering with our analytics team to craft visualizations using our BI tool, Sigma, and conducting insightful ad hoc analyses to support and optimize customer experience team performance.

In this role, you'll partner broadly across CX functions and leverage your analytical expertise to translate business needs into actionable insights. Your responsibilities will also extend to mentoring and training team members, fostering a culture of continuous learning and empowerment within the Revenue Operations and Analytics community.

Responsibilities:

• Work with stakeholders to identify opportunities and craft solutions that enhance CX effectiveness
• Evaluate and streamline Customer Success and or Onboarding processes to increase efficiency and effectiveness, working closely with operations teams to implement improvements
• Generate regular reports on key performance metrics, such as churn forecasting, expansion attainment, and product activation, providing insights to management and stakeholders
• Partner with Business Applications and Data Science teams to optimize the organization's Customer Relationship Management (CRM) system, ensuring data accuracy, training users, and optimizing workflows to support business objectives
• Document post-sales processes, procedures, and best practices to ensure consistency and scalability across the organization, facilitating training and onboarding of new team members
• Develop and maintain performance metrics and dashboards to assess individual and team performance, identifying areas for improvement and recognizing top performers
• Implement scalable and concise data analyses in Excel / Google Sheets
• Create visualizations and reports for requested projects

Requirements:

• 3-4 years of professional experience modeling data in Excel / Google Sheets
• Strong drive to organize and document data in a reproducible manner
• Ability to understand the business logic for structuring data in a given way while also understanding and overcoming the technical limitations and challenges of implementing the desired data structure

Preferred Skills:

• Design and implement reporting through Snowflake and dbt
• Basic SQL skills
• Experience designing tooling that supports operational workflows 
• Write documentation for best practices
• Follow best practices around version control and mentor Data Analysts and Data Scientists on version control
• Develop and execute database queries and conduct analyses
• Develop and update technical documentation

BENEFITS

• Bono 14 and Christmas bonus
• $150/month stipend towards health insurance
• 13 paid holidays throughout the year

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.