Customer Operations Analyst Consultant (Contract Position)

Description
The Imprivata Customer Experience department is looking for a Customer Operations Analyst to join our team in person or remote. Our team believes a customer's success is directly tied to the value they derive from our solutions and the positive impact we make on reducing friction in their end user's experience. We like to work hard, exceed our renewal targets but not take ourselves too seriously.
In this role, you will be instrumental in supporting our Renewals team by providing analytical insights, optimizing processes, and driving customer success and revenue growth. Collaborating with Sales, Finance, and Customer Success teams, you will ensure the smooth execution of renewals and contribute to organizational objectives. Your expertise in forecasting will enable accurate revenue projections and effective pipeline management, while your dedication to process improvement will streamline operations and enhance efficiency. Through data analysis and strategic recommendations, you will play a vital role in shaping the success of our renewals and customer success functions, ultimately contributing to the growth and profitability of our organization.
Reporting to the Director of Renewals, you will join a collaborative team of motivated individuals dedicated to achieving company targets. We value a positive and fun work environment that fosters personal, financial, and career growth. If you are enthusiastic about driving customer success and contributing to a fast-paced SaaS company, we would love to have you on board.
Duties and Responsibilities

• Support Renewals and Customer Success with exceeding monthly/quarterly financial targets
• Analyze data, identify trends, and provide actionable insights to enhance retention rates
• Optimize renewal processes, identify bottlenecks, and implement improvements to drive operational efficiency
• Conduct in-depth customer retention analysis, identify factors influencing churn, and collaborate with the Customer Success team to develop strategies for improving retention rates
• Develop and maintain reports and dashboards to track key performance indicators (KPIs) and present findings and recommendations to stakeholders.
• Collaborate cross-functionally with Sales, Finance, and Legal teams to ensure alignment and maximize revenue opportunities.
• Create and update documentation, including playbooks and best practices, to ensure consistent and effective execution of the renewal process.
• Utilize data analysis and historical trends to forecast renewals and provide accurate revenue projections, contributing to effective pipeline management and overall business plannin
• Capture, maintain, and disseminate accurate and relevant information using Salesforce.com

Qualifications

• Bachelor's degree in Business or an equivalent combination of education and experience
• 3+ years of experience in renewing SaaS solutions, sales operations, or customer success roles, with a strong understanding of the renewal process and customer lifecycle in the SaaS industry
• Proficiency in Microsoft Excel for data analysis and manipulation, as well as experience working with CRM systems (Salesforce.com) and Business Intelligence solutions (Tableau)
• Proven track record of meeting performance targets and achieving results in a fast-paced environment
• Excellent oral, written, and presentation skills to effectively communicate insights and recommendations
• Strong time management, organizational, and decision-making skills to prioritize tasks and meet deadlines
• Ability to work independently as well as collaboratively in a team environment, fostering cross-functional relationships
• Demonstrated passion for problem-solving, adaptability to ambiguity, and a creative mindset to find innovative solutions
• Motivated to succeed and contribute to the growth of an exciting, fast-paced SaaS company

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.