Customer Experience Systems Analyst

The Customer Experience Business Analyst will be responsible for managing and configuring all systems that support the delivery, customer success and modernization teams. In addition, this role will be responsible for driving analytics and insights into the Customer Success, Services and Experience organization. They will have experience with all phases of the customer lifecycle and bring industry leading insight to drive positive change and will be comfortable influencing and collaborating in a fast paced and entrepreneurial organization. The successful candidate has a demonstrated track record of designing, implementing and monitoring systems and processes to drive continuous improvement across a Customer Success, Services and Experience organization. 

Responsibilities

• Responsible for the design and administration of critical systems and tools within the Customer Success, Services and Experience organization
• Responsible for the analytical design, improvement and standardization of Global Customer Success, Services and Experience models, reporting, analysis, and overall insights 
• Provide business insight with modeling across customer operations (professional services, customer support & success) including resource efficiency (productivity, utilization) and customer health (usage & adoption, engagement, CSAT) 
• Develop, track, analyze and manage Key Performance Indicators (KPI) to measure department health and integrate into department Scorecard &  Metrics  (i.e. revenue recognition, services gross margins, billable utilization and customer satisfaction)
• Partner with Customer Success, Services and Experience leadership to drive landing our implementation projects on-time & on-budget, achieve Gross & Net Revenue retention objectives, efficiently deliver Customer upgrades & support 
• Partner with Customer Operations Leadership to carry out strategies for change management to support improvements to our systems and processes
• Measure, analyze and evaluate existing processes and identify improvement opportunities

• Work with Customer Operations Leadership to help communicate process changes, enhancements, and modifications to management, peers, staff, and other employees to ensure that issues and solutions are understood.
• Develop, analyze, evaluate and report on and suggest improvements of implementation, support, upgrade & customer success  processes and procedures. Monitor and manage the performance of improvement programs including establishing accountability on the overall progress to ensure completion within agreed timescales.
• Promote an inclusive work environment by valuing employee differences and contributions, providing opportunities for employees to be heard, and ensuring decisions that affect the team are transparent and equitable
• Provide leadership aligned with Cayuse’s values of integrity, inclusion, and innovation

 Qualifications 

• 5+ years experience in Customer or Revenue Operations (or similar operations/analyst work)
• Strong Experience with Clarizen/Adaptive Works and ChurnZero
• Exceptional business modeling & reporting skills 
• Exceptional experience using Excel, Google sheets and Microsoft Power BI 
• Strong communication skills (written and verbal) and proven ability to communicate with executive leadership
• Excellent people skills, including the ability to foster collaboration and inclusion, provide individualized support to employees, influence, negotiate and achieve results through others
• Superb organization skills and attention to detail
• Bachelor’s degree from an accredited educational institution is required
• Proficiency with both MS Windows PC computers and Apple Macintosh computers, including the use of standard office software applications such as Microsoft Word and Excel as well as the Google productivity suite.
• Curious, resourceful, highly creative and self-motivated
• Able to thrive in a fast-moving and sometimes ambiguous environment
• Excellent ability to bring a sense of customer-focus and professional ethics to all things
• Candidate resides in Pacific or Mountain Time in North America 

Some Key Details

• This position will report to our VP of Customer Success, Services and Experience  
• This is a security sensitive position and requires a background check and will need to adhere to the Cayuse Information Security Management System and applicable policies

Benefits

• Competitive Medial Benefits (PPO + HSA available)
• Vision, Dental, Short-Term Disability fully covered by Cayuse
• Unlimited PTO + Holidays + Flexible Work Schedule
• Remote Work Stipend
• Equal Paid Parental Leave
• 401k with Employer Matching
• Quarterly Wellness Reimbursement
• Remote Work Environment, supporting the Ultimate Employee Experience  
   

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