Senior Customer Success Operations Analyst

Klaviyo is looking for a Senior Analyst to join our growing Customer Success Operations team. In this role, you will report to the Senior Manager of Customer Success Operations and partner closely with Customer Success and Support leadership to deliver data driven insights, drive visibility and understanding of core metrics and business drivers, improve operational efficiencies, and develop scalable strategies to improve the customer experience. The ideal candidate is intellectually curious, strategically and analytically minded, proactive in seeking solutions to challenging problems, and highly focused on solving problems for our customers. 

How you will make a difference:

• Leverage data to create analyses which result in actionable insights and strategic recommendations for the Customer Success and Support leadership team
• Dissect trends, quantify opportunities, and undertake customer and driver based revenue modeling or headcount modeling to support business planning and forecasting processes
• Own and develop reporting and analytics for Customer Success and Support; driving increased visibility into core metrics such as CSAT, Average Handle Time, NPS, Net Revenue Retention and others
• Analyze and evaluate the impact of key business initiatives, and proactively surface insights and areas of opportunity for the business
• Implement processes to improve operational efficiency in a rapidly growing environment
• Build, maintain, and communicate detailed reporting, dashboards and analysis on key business metrics and challenges
• Partner with Customer Success and Support leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers
• Collaborate with cross-functional teams across disciplines such as CS Systems, Sales Operations, Product, Business Intelligence, and Finance

Who you are:

• You have 3-4 years of professional experience in an analytics / business operations / finance / consulting role; prior experience with SaaS a bonus
• You possess well developed Excel, SQL and data visualization software skills (e.g. Tableau, PowerBI, etc); the ability to also use tools such as Python and R to work efficiently at scale is a plus
• You have well developed communication and organizational skills, a demonstrated ability working cross functionally to partner with business leaders, and experience preparing materials for an executive audience
• You balance attention to detail with swift execution, taking ownership and delivering work product in a timely manner to drive outcomes 
• You are comfortable operating autonomously with a bias towards action, learning and constant iteration