Senior Data Analyst, Customer Success Operations

As the Senior Data Analyst, Customer Success Operations for VTS, you will be a key player in supporting the strategy and analytical insights for the Customer Success teams. You will help identify and shape key metrics to drive and support CS motions and align on organization and cross departmental visibility. You will be interacting with all levels of CS, from customer facing to leadership and providing them with tools and insights to facilitate best in class Customer Success. This role is within the Customer Success Operations team. This team is responsible for providing actionable data insights, tooling, and enablement to enhance performance, scale and consistency of the broader Customer Success organization.

To thrive in this role, you should have deep experience in customer success management and a consultative approach for improving an organization. You should be able to analyze and transform large data sets to inform business decisions and communicate these insights to leaders. You should understand architecture and pipeline configurations from various data sources and repositories, such as Zendesk, Jira, Looker, and Snowflake.

• Identify key metrics and drivers that support CS motions and align on organization and cross departmental metrics
• Monitor customer health holistically and escalate high-priority risks
• Perform and provide Client Advisory impact analysis data - Propensity to Upsell - Propensity to Churn - Feature Adoption Analysis - Services Impact Analysis.
• Create/Manage self-service dashboards for CS teams to analyze and support Customer needs (identifying Product depth, Feature usage, Services).
• Support process and tool automation - limiting amount of manual inputted data fields, streamlining workflow processes

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees! 
• Be Customer Obsessed - We’re employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - monthly happy hours, wellness events, clubs, and team lunches! 
• Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees! 
• Move as One - We work in an open floor plan to promote cross-functional collaboration. 
• Take Ownership - Be an owner of the company you’re building with our equity packages. 
• Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!

About VTS:

VTS is commercial real estate’s leading leasing, marketing, asset management, tenant experience, and data platform where the industry comes to make deals happen and real-time data comes to life. The VTS Platform is revolutionizing the way that commercial real estate (CRE) is done — disrupting a $15 trillion industry by becoming the industry's modern operating system.

Our success is shown in our numbers—we hit "Unicorn" status in 2019 and today we have over 12 billion square feet of commercial space managed on VTS worldwide, and we’ve expanded to over 700 employees globally. It’s an exciting time to join the VTS team as we continue to grow rapidly and break records.

VTS maintains offices in New York City, London, Toronto, Chicago, and San Francisco.

To learn more about VTS and to see our open roles, visit us at vts.com or follow us on Instagram (@WeAreVTS), Twitter (@WeAreVTS), or LinkedIn.