Senior Operations Analyst, Customer Success Analytics & Operations
Company: Klaviyo Inc.
Location: San Francisco
Posted on: October 2, 2024
Job Description:
Senior Operations Analyst, Customer Success Analytics &
OperationsSummary:Klaviyo is looking for a Senior Analyst to join
our growing Customer Success Analytics & Operations team. In this
role, you will report to the Senior Manager, OPS & Analytics. The
successful candidate will leverage their quantitative and technical
skills and partner closely with Customer Success leadership to
deliver data-driven insights, drive visibility and understanding of
core metrics, analyze customer behavior & business drivers, improve
operational efficiencies, and develop scalable solutions to drive
results.This role will partner to help scope, build, and manage key
analytics resources and dashboards for our Customer Success
Management team, own advanced analytics projects, and support
strategic initiatives across the organization that drive growth,
prevent churn, and are instrumental in driving greater insight,
action and measurement of impact for Klaviyo.The ideal candidate
will be an experienced analyst who is intellectually curious,
strategically minded, proactive in seeking solutions to challenging
problems, and highly focused on solving for our customers. This
role requires a blend of analytical skills with a strategic mindset
and a proven ability to communicate effectively with senior
leadership.How you will make a difference:
- Collaborate with senior leaders across the global Customer
Success (post-sales) organization, particularly the Customer
Success Management team, to drive strategic analytics and support
initiatives that shape the growth trajectory of Klaviyo.
- Own and develop reporting and analytics resources for Customer
Success stakeholders; creating new metrics that drive increased
visibility into the drivers of customer success and tell
data-driven stories about the health of Klaviyo's customers.
- Plan and scope end-to-end advanced analytics projects by
identifying the business problem and selecting appropriate
investigative testing and data solutions, and determining
appropriate key performance indicators (KPIs) for the
audience.
- Dissect trends, quantify opportunities, and undertake customer
and driver-based journey analytics to support business planning &
strategic decision making within Customer Success.
- Perform detailed quantitative and qualitative analyses to
develop recommendations that support strategic initiatives for
Klaviyo's Customer Success organization.
- Convey findings in a cohesive story, including summarizing
insights from analyses, identifying next steps, and providing
recommendations.
- Collaborate with cross-functional teams across disciplines such
as CS Systems, Sales Operations, Marketing Operations, Product,
Business Intelligence, Data Science, and Finance.Who you are:
- You have 4+ years of professional experience in an advanced
analytics or operations analytics role; prior experience with SaaS
is an advantage.
- You possess well-developed Excel, SQL, and data visualization
software skills (e.g., Tableau, Thoughtspot, etc.). Experience
working with DBT and GitHub to operate efficiently at scale and
partnering closely with Data Science or BI teams will be viewed
favorably.
- You have well-developed communication and organizational
skills, a demonstrated ability working cross-functionally to
partner with Senior Business leaders, experience operating to a
roadmap and setting clear milestones and deliverables, and
experience preparing materials for an executive audience.
- You balance attention to detail with swift execution, taking
ownership and delivering work product in a timely manner to drive
outcomes.
- You are comfortable operating autonomously with a bias towards
action, learning, and constant iteration.Get to know
Klaviyo:Klaviyo is a world-leading marketing automation platform
dedicated to accelerating revenue and customer connection for
online businesses. Klaviyo makes it easy to store, access, analyze,
and use transactional and behavioral data to power highly-targeted
customer and prospect communications. The company's hybrid
customer-data and marketing-platform model allows companies to grow
by fostering direct relationships with customers, without giving up
their valuable data to popular big-tech ad platforms. Over 265,000
innovative companies like Unilever, Custom Ink, Living Proof, and
Huckberry sell more with Klaviyo. Learn more at .Base Pay Range For
US Locations: $96,000 - $144,000 USD
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Keywords: Klaviyo Inc., Cupertino , Senior Operations Analyst, Customer Success Analytics & Operations, Accounting, Auditing , San Francisco, California
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