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Key Responsibilities Provide Leadership with key metrics, forecasts and insights for post sales performance that drive critical business decisions Centralize and analyze all data for customers. Create data-driven metric dashboards for Sales and Customer Success from initial onboarding and adoption to renewal Conduct in-depth analysis of the business and develop a deep understanding of the key value drivers to identify growth opportunities Monitor, assess, and report on risk and other trends related to customer health Use risk and opportunity insights to set market / account strategy Drive cross-functional definition and prioritization of CS policies, operational processes and strategic playbook Own the training of CS processes and action plans for all customer facing teams to reduce friction in workflow and ensure successful customer handoffs between teams Collaborate with cross-functional leaders to ensure alignment to deliver customer first outcomes Partnership with Sales to drive evolution and enhancement of sales systems and processes. Partner with central operations team to identify opportunities to improve sales productivity Maintain and configure CS tools for business processes and objectives (mainly Gainsight, Matini and Salesforce) Requirements 5+ years of experience in Customer Success, Sales Strategy or / and Sales Operations. Also interesting is a background in Program Management, Finance, Consulting, Corporate Strategy 2+ years of experience in data science, analytics, and statistical modeling or relevant area. Experience with customer health data and Salesforce will be a huge plus Demonstrated ability and experience in business process design and improvement initiatives, automation of operational tasks, and prioritization of time for high business impact activities Experience in planning, organizing, delivering business reviews, business improvements, performance scorecards, KPIs. Ability to manage multiple concurrent projects and drive initiatives in a cross-functional environment. Ability to adjust on the fly to new demands with a sense of urgency. Subject matter expertise in CS tools including Gainsight, Salesforce, G-Suite, and other SaaS tools. Proficiency in SQL required Spanish is strongly desired #J-18808-Ljbffr
