Operation Analyst

Operations Analyst

We are searching for for a talented Operations Analyst to step onto a fintech unicorn rocketship!

As an Operations Analyst, you will work closely with the Customer Success, Customer Support, Support Engineering, Payment Ops, and Compliance teams to analyze data, streamline processes, and optimize the customer experience. Your role will be instrumental in supporting customer retention, revenue growth, and satisfaction by identifying areas for improvement and implementing solutions for efficient operations.

Why join Tipalti?

Tipalti is one of the world’s fastest-growing fintech companies. We free finance professionals to lead by modernizing the entire payables operation. We are a well-funded, late-stage start-up backed by high-profile investors. Our 2021 Series F funding round raised $270 million, valuing us at over $8.3 billion. With total funding of just over $550 million, and with more than 3000 global customers, Tipalti is one of the most valuable private fintech companies in the world.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. 

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam and Tbilisi.

In this role, you will be responsible for:

Data Analysis:

• Conduct a thorough analysis of customer data (usage patterns, feedback, churn assessments) to identify trends, opportunities, and at-risk accounts. 
• Provide actionable insights through comprehensive reporting on team performance, churn, and progress toward monthly and quarterly goals.
• Lead data hygiene efforts, ensuring the integrity of customer data by conducting regular cleanup activities and implementing best practices.
  

Process Improvement:

• Standardize and implement automation solutions for Quarterly Business Reviews (QBR) and other customer interactions using the Churnzero platform, enhancing customer engagement and team efficiency. 
• Implement automation solutions within Churnzero to streamline Customer Success Manager (CSM) tasks, improving efficiency and consistency in customer interactions. 
• Ensure thorough documentation of processes and maintain regular reporting on operational efficiency and success metrics.

Performance Monitoring:

• Develop and maintain key performance indicators (KPIs) to track the effectiveness of customer success initiatives and regularly report insights to the management team. 
• Lead account forecasting initiatives, using data trends to anticipate customer needs, optimize resource allocation, and improve renewal and retention rates.
• Generate insightful reports on team performance, tracking monthly goals, and providing actionable recommendations based on trends and performance metrics. 

Customer Feedback & System Optimization:

• Coordinate the collection and analysis of customer feedback to identify areas for improvement in product and service offerings, and propose actionable solutions. 
• Develop customer segmentation strategies based on Ideal Customer Profile (ICP), use-case analysis, engagement models, and regional factors, enabling targeted and personalized customer success initiatives.
• Optimize customer success tools and systems in collaboration with the technical team to ensure accurate data tracking and seamless operations.

Cross-Functional Collaboration:

• Collaborate with cross-functional teams to develop and refine customer success processes, ensuring streamlined operations and efficient customer onboarding, adoption, and retention.
• Leverage cross-functional synergy to enhance customer milestone tracking, ensuring key customer engagements and achievements are monitored and celebrated effectively.

Renewal Operations & Advocacy

• Lead the development of Renewal Operations processes, ensuring seamless contract renewals and maximizing customer lifetime value.
• Conduct churn assessments and enhance customer health tracking mechanisms to proactively identify at-risk accounts and implement retention strategies.
• Establish Customer Advocacy Program mechanisms to identify, reward, and trackadvocates, leveraging customer milestones and engagement metrics.

Training and Support:

• Provide training and ongoing support to customer success teams on best practices, tools, and processes to ensure consistent and effective customer engagement and problem resolution.

About you 

• Bachelor's degree in Business Administration, Marketing, or a related field. A master's degree is a plus.
• Proven experience in data analysis and operations management, preferably in a customer-facing role.
• Proficiency in Excel, PowerBI, or other data analysis tools.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Familiarity with CRM and customer success software (e.g., Salesforce, Churnzero, Zendesk, JIRA, PowerBI, or similar tools).
• Understanding of customer survey execution and metrics (NPS, CSAT, CSES, Custom surveys, etc).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Detail-oriented with strong organizational and time management abilities.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• A customer-centric mindset with a strong focus on delivering exceptional customer experiences

Advantages: 

• Prior experience in a customer success or customer support operations role.
• Familiarity with project management methodologies and tools such as Monday.com
• Prior experience in FinTech, Banking, and/or Payments.
• Knowledge of SaaS (Software as a Service) or technology industry trends

Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited, LLC (both are hereinafter referred to as “SDS”). Any potential employment and/or consulting arrangements entered into, as it relates to this job opening, will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting, or for any issues arising out of or related to this job posting.