Senior Customer Success Analyst
The simPRO Group
First Things First - What We Can Offer You
- A generous annual leave entitlement plus a personal leave entitlement
- Private Health Insurance
- Employee Assistance Programme (24/7 confidential support on relationships, bereavement, finances)
- Life Insurance
- Company pension scheme, with 5% employer contribution
- Generous Parental Leave Program
- Home Office Allowance
- Paid Volunteer Leave Days
- Public Holiday Exchange Scheme
- Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
- Talent Referral Programme – get rewarded for referring a friend to join our team!
- Cyclescheme, a salary sacrifice to treat yourself to a bike & equipment
- Home & Tech Scheme, a salary sacrifice to treat yourself to some new tech
- A discounts and cash back scheme
- Flexible working environment
- Casual dress and relaxed office environment
- Happy hours and office games
- Opportunities for career progression and development
- Diverse training & internal networking opportunities across all of our product lines
- Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions
The Job
The Senior Customer Success Analyst plays a pivotal role in creating a deep understanding of revenue creation drivers across our Simpro Group Customer Success Organisation.This position will report to the Director of CCO Operations who supports the Simpro Group Chief Customer Officer (CCO), and is part of our global Revenue Operations organisation.
What You’ll Do
Own Customer Success (CSM) Operations for the global Simpro Group: Simpro, BigChange, AroFlo and ClockShark
Act as the main operations partner and business analyst to the Simpro Group Global VP of Customer Success, who is currently located in the UK.
Coordinate across Revenue Operations teams to optimize processes and remove friction in the sales-to-customer success transition and to achieve business targets
Own CSM business inspections, root cause and corrective actions, weekly “run-the-business” meetings and quarterly business reviews
Conduct ad-hoc analysis of business and customer data
Ensure that customer retention and growth is predictable and on target by tracking weekly progress vs. business targets
Liaise with Finance on Net New ARR budgets and then translate them to operational targets for our Customer Success teams
Drive the Customer Success ‘go-to-market,’ to include capacity planning, compensation plan design, quotas and operational target setting to ensure Net New ARR targets are achieved
What You’ll Bring
Excellent business partnering and consulting skills
Proficiency in Google Sheets and Microsoft Excel along with experience using visualization tools (Power BI)
Understanding of Customer Success operations and business metrics
Familiarity with analytical techniques and experimentation strategies that drive data-driven decision-making
Experience with customer lifecycle analytics, and Annual Recurring Revenue (ARR) related KPIs
Comfortable building reports and dashboards in Salesforce
Bachelor's degree in Finance, Marketing, Business, Economics, Statistics, Data Science, or a related field
Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:
We Are One Team
We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success
Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. This means that we want everyone to feel welcome and offer equal opportunities for everyone, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation, or any other non-performance factor.
If you'd like to join a fun and progressive organisation, where there are opportunities to develop your career, please apply now with your CV and covering letter.
Please note: no agencies will be accepted in the recruitment of this role. Any CVs provided to Simpro Software by agencies will be treated as a gift.