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Customer Success Operations Analyst

2 months ago

Herndon, United States ST Engineering iDirect Full time

Overview:

ST Engineering iDirect is a global leader in satellite communications (satcom), providing technology and solutions that enable its customers to expand their business, differentiate their services, and optimize their satcom networks. Our business focuses on solving satellites most critical economic and technology challenges, and expands a shared commitment to shaping the future of how the world connects. With your talent and energy paired with our vision and technical leadership, the most fulfilling work of your career is waiting for you at ST Engineering iDirect...the sky is truly the limit

We are in search for an Operations Analyst who will streamline processes and procedures, implement effective tools, and analyze data to improve Customer Success operations. By identifying and implementing best practices, working together to embrace change and by encouraging innovation, you will assist the Customer Success team to deliver an outstanding customer experience. You will be a point of contact for the Customer Success team for questions related to processes, tools or documentation and work to ensure continuity of operations. This includes managing ad-hoc requests for data and participating in meetings.

This role includes daily interactions with customers for license provisioning, user account management and support related questions. The operations analyst drives continuous improvement projects in close collaboration with the Customer Success Management team and other departments.

In this role, you will analyze data and provide reports for Customer Success KPIs, Customer Satisfaction, Incident and Problem management and SLA reporting. You will drive initiatives to bring in new data or set up new metrics following ITIL best practices.

Responsibilities:
  • Passion for efficiency and designing processes and procedures that are scalable and future-proof
  • Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
  • Project management experience
  • Strong communicator
  • Takes a high degree of ownership of assigned tasks
  • Analytical problem solver
  • Customer-centric mindset
Qualifications:
  • Degree in related field of experience to match
  • 2 +years relevant experience
  • Experience with Microsoft Office Suite
  • Experience with user story mapping and Agile development is a plus
  • Experience with Salesforce is a plus
  • Experience with ITIL is a plus
  • Experience with Power BI / Salesforce CRM Analytics is a plus