Customer Success Operations Analyst

Monocl’s mission is to connect all stakeholders in life sciences and healthcare through software - thereby enabling our customers to target and engage the right opinion leaders, medical experts, and customers anywhere in the world. We are guided by a strong vertical focus on life sciences and healthcare, combined with a relentless drive to address great customer challenges. We truly believe that software eats the world.
Our expansion has created the need for an energetic and motivated Customer Success Operations Analyst to join the Monocl Customer Experience Team.
Monocl, a Definitive Healthcare company, is a rapidly growing SaaS business focused on life sciences and healthcare. In this role, you will have the chance to partner closely with functional leaders and make a positive impact our commercial operations. Do you have a deep passion for customer success, skills for project management and passion for operational excellence at the highest level? Then we would love to get to know you better!
Your Challenge:
As a Customer Success Operations analyst, you will drive the effectiveness and efficiency of our Customer Success organization by collaborating with leaders within the Customer Success, Sales, and Operations teams. We have a strong culture of data-driven decision making and you will function as a center of expertise for the Customer Success organization.
In order to be successful in this role, you will have demonstrable experience in analyses, reporting and processes across a broad range of Customer Success topics such as retention, renewal processes, compensation, performance, renewal trends, churn, and forecasting. You will also have experience working closely with a number of internal stakeholders, including, Sales and Success Operations, Sales, Finance, Product, Customer Success, and the Executive/Senior Leadership team.
Here are some things you’ll tackle:
Establish and manage policies, procedures and reporting and drive operational results across the Customer Success team
Develop recommendations for new business processes and initiatives to support improvements in Customer Success operations
Report to leaders and executives on results, forecasts, and trends with insights and analysis through dashboards, presentations, and data models
Ability to pull data points and analyses together to influence leaders and provide strategic recommendations
Use predictive analytics to provide trends and insights around retention and churn
Partner with cross-functional teams on business initiatives that impact systems, reporting, policies, and process improvements
Take system ownership of our Customer Success related technology infrastructure

What you’ll need:
BA or BS degree
1-3 years of experience in Sales Operations, Revenue Operations or Business Operations in high-growth SaaS or technology companies
Understanding of key SaaS Sales, Marketing, and CX concepts and how they work in practice
The ability to conceptualize business processes, clearly illustrate pain points, and recommend changes to the systems that support those processes
Basic understanding of the SaaS technology landscape
Strong quantitative capabilities with a passion for numbers and analytics
High proficiency in Excel

Bonus points for:
Administration experience with best-in-class CRM and related tools in the Marketing, Sales & Customer Experience tech stack for SaaS companies (e.g. Marketo, Salesloft, Gainsight, Zoom, InsightSquared), with a desire to learn how to become an expert

Why we love Monocl, and why you will too!
Industry leading products
Work hard, and have fun doing it
Incredibly fast growth means limitless opportunity
Flexible and dynamic culture
Work alongside some of the most talented and dedicated teammates
Definitive Cares, our community service group, gives all of us a chance to give back
Competitive benefits package including 4000 SEK/year personal wellness grant, private health insurance etc.



Who we are:


At Monocl we strongly believe in the strength of diversity and welcome applicants from all backgrounds. Here you will join an ambitious and international working environment with colleagues that push each other to the next level. You will enjoy a range of benefits and be equipped with great hardware for the job.


How do I apply?
This position will remain open as long as this ad remains on our website. When submitting your application, make sure to highlight and demonstrate past relevant achievements that you are proud of and make sure to include relevant references. We continuously look through applications. The applicants that best match our requirements will be contacted for a video interview before a follow-up interview. For questions (not applications) regarding the role, feel free to contact our Talent Acquisition & Culture Lead, Arsaman Bahrami, at arsaman.bahrami@monocl.com or +46 739800118.