Senior Customer Operations Analyst

Senior Customer Operations Analyst

About the Team

The Sales & Customer Success Operations team is responsible for the strategy, operational excellence, and successful execution of the Sales and Customer Success teams at Sumo Logic. Within this team, Customer Success Operations focuses on partnering with and supporting our Customer Success, Professional Services, Support, Training, Customer Engineering, and Renewals teams. 

As a team, our guiding principle is the continuous improvement of processes and tools, ensuring scalability to minimize administrative overhead and empower the teams we support to focus more on delivering exceptional service to Sumo Logic customers.

The Role

As the Senior Customer Operations Analyst, you will play a pivotal role as a business partner to the Customer Success teams. You are responsible for providing operational support, such as project management, business reporting, and financial analysis. You have business and financial acumen and strong attention to detail.  You execute transactional responsibilities efficiently and accurately; and participate in strategic and analytical projects to high value outcomes.

The ideal candidate will be a detail-oriented and analytical individual with a passion for helping teams achieve their goals and identify new ways to help them easily and better manage the business. They will have a strong background in data analytics, project management, and process improvement within Customer Success and/or Professional Services teams.

Responsibilities

• Data & Insights:
  • Renewal & Churn Forecasting
  • Professional Services Forecasting
  • Account Assignments
  • New Team Member Onboardings
  • CS Team KPIs
• Own and maintain the ongoing metrics, reports, analyses, dashboards, etc. that drive key business initiatives, including:
• Ensure data quality and integrity across SFDC, Gainsight, etc., identifying and resolving related data issues as needed.
• Validate, analyze, and reconcile weekly, monthly, and quarterly reports and metrics for leadership.
• Leverage customer data to provide actionable insights that drive proactive engagement strategies and improve customer success outcomes.
• Process Optimization & Automation:
• Identify and fulfill operational requirements in existing and new initiatives, including but not limited to process design, system changes, reporting, documentation, and enablement.  
• Identify and implement automation opportunities to streamline repetitive tasks, reduce manual work, and improve CS team productivity.
• Provide operational support to the Customer Success team, including creating Professional Services projects, assisting with account processing and approvals, and ensuring smooth communication between sales, operations, and other departments.
• Cross-Functional Collaboration:
• Work across CS and Sales Operations to ensure team and process alignment for all owned initiatives.
• Collaborate with business leaders and staff on analyzing reports and presenting findings.
• Partner with leadership to define and adopt governance practices that support team and company objectives.
• Partner with Data/BI teams to ensure accurate data flow and visibility across systems.

Required Qualifications and Skills

• 6+ years of professional work experience, including at least 3 years of experience working for a software services or consulting organization in the Customer Success or Professional Services Organization.
• Strong understanding of Customer Success processes, key metrics, and operational excellence.
• Strong analytical skills (including strong Microsoft Excel skills) and experience with reporting and data analysis, including ability to create pivot tables, use lookups, ability to check errors in complex formulas, and ability to format/organize information to be consumed by a variety of audiences.
• Demonstrated experience with Google Suite, Salesforce, and comfortable with communicating over Slack.
• Bachelor’s Degree in Business Administration, Finance or Accounting or equivalent work experience.

Desired Q