Value Delivery Operations Specialist

Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.
Your challenge:
As part of the Revenue Operations team, you will be a crucial part of revising our operational and administrative groundwork to ensure our clients have the best experience possible by improving our internal team's efficiency.
Here are some things you will tackle:
Administrative:

• Hands on support to sales and value delivery teams to provision client accounts, services and offboarding of clients within agreed upon SLAs

• Welcomes new clients to our platforms and services

• Assists in the transition of accounts to post-sale resources and facilitates the handover of crucial datapoints and information from sales to post-sale resources

• Provides operational renewal support to ensure renewal data is flowing through CRM (SFDC) and Value Delivery Platforms (ChurnZero)

• Track and coordinate renewal activities and coordination between the Account Executive and Customer Success teams

• Manage all client off-boarding activities including contracts, client surveys, data issues, updating access management and managing client CRM records

• Highlights potential areas of improvements within access provisioning, client onboarding, client retention/relationship management, renewals and offboarding of clients

Strategic:

• Coordinate cross-functional processes (with Product, Engineering, Support, Services, and Sales) to foster strong cross-departmental relationships

• Provide regular updates to management on progress of projects and initiatives, escalate to management when necessary

• Support functional leaders in the configuration and administration of Customer Success software (ZenDesk, Intranet, etc.)

• Provides visibility into customer usage stats and trends

• Assisting customer success in dealing with customer service issues and requests mainly related to contract and user access

• Coordinate across Sales and Value Delivery personnel to manage a process documentation repository

What you'll need:

• BA/BS from a 4-year University

• 1+ years' experience in Operations, Customer Success Operations, Revenue Ops, or other people-optimization roles

• A customer obsession

• Self-starter with willingness to do the small things

• Dedication to driving forward process improvement

• Excellent internal communicator with peers to executive leadership

• Proven problem-analyzer and problem-solver with a bias for action

• Strong analytics skills with the ability to identify and correlate metrics

• Ability to coordinate project details among multiple departments and meet deadlines

• Ability to think strategically about how best to implement processes that align to business goals

• Energy, humor, compassion, and enthusiasm