Customer Success Operations Analyst

About the role:

Unite Us is seeking an entrepreneurial Analyst to join our Customer Success Operations team to partner with the Customer Success Operations and Customer Success leadership to own the development of processes and workflows in the Customer Success department. This Analyst will play a critical role in accelerating the growth of the organization by maintaining a well-structured Customer Success process. This role will be leading initiatives to enhance the team’s productivity, and implementing solutions and recommendations based on data and analysis. Success in this role requires strong orientation towards results, will be highly responsive to feedback from our Customer Success team and a desire to take the lead in shaping process enhancements and improvements, and the ability to thrive in a high growth and fast-paced team environment. This role provides support to the Customer Success department at Unite Us in collaboration with other members of the Customer Success Operations to ensure our customer facing team has the resources needed to serve our customers most effectively. 

What You'll Do:

• Serve as an expert advisor to Customer Success leadership in making data-driven decisions, including by:
• Collecting data across the team on gaps in efficiency or resources needed.
• Advising on the changing needs of the team.
• Leveraging performance metrics to provide recommendations on priorities and decisions around resource allocation, growth planning, and process optimization.
• Surfacing critical information and insights to key stakeholders at the right time, including highlights of emerging problems, misalignments, and other challenges.
• Working cross-functionally with teams across Unite Us to validate operational processes and ensure a streamlined, non-duplicative approach.
• Assist in overseeing CRM data hygiene and maintenance to ensure we have the best possible visibility into our business
• Use your love of process to inspire collaboration and information-sharing within the team, to effectively support our Customer Success team.
• Take the lead on maximizing team productivity by evaluating and implementing new processes, approaches, and tools. Partner with CS Operations leadership in evaluating and implementing new tools or technologies that support automation, productivity, and more.

You’re a great fit for this role if:

• A strong track record of success in an operational or analytical role.
• Demonstrated experience managing complex projects with confidence.
• You are a master of efficiency and you thrive when designing and implementing effective business processes that are results-oriented and make everyone’s lives easier and more streamlined.
• You have strong “influencing”-style people skills. You can both inspire desired behaviors and also enforce governance when needed, and you know how to strike a balance between the two
• You excel in a fast-past, collaborative startup environment - providing excellent support across multiple simultaneous initiatives while maintaining detail and accuracy. You are excited to go above and beyond when needed to help the team succeed.
• You are an exceptional written and oral communicator and dynamic presenter who knows how to advocate for an idea.
• You have a track record of successful advocacy outcomes that have led to clear business and policy outcomes.
• You bring solutions to complex problems and can convince others to adopt your vision.
• You are a strong relationship builder and connector.
• You function well in a fast-paced, team-focused environment where you need to build consensus across departments. 

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based
• The target pay range for this role is: $60,000 - $68,500. This salary range represents our national target range for this role. Some geographic areas may have higher target ranges.
• All team members will be required to pass a background check which includes criminal, employment, and education verification 

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

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