Customer Success Operations Manager, Analytics
The Group:
Morningstar's products transform our high-quality data, independent research, and technological expertise into well-designed tools that delight our clients. The product management, product development, and service teams collaborate with our Customer Success (CS) group to help provide clients with relevant products and bundled solutions.
The Role:
Morningstar is looking for an experienced professional to join our Sales and Customer Success unit. The Customer Success Operations, Analytics Manager partners with the Head of Customer Success Operations to design and manage critical performance reports and dashboards across the Success organization. This role uses data and multiple platforms to identify opportunities, optimize key metrics, and turn data into meaningful stories, digestible by all levels of the organization. This is a highly visible role within Success, as your interactions will touch key Directors and Managers of all CS functions. Working cross-functionally with a broad set of business partners, you will use keen business process understanding, appreciation for simplicity and quality, critical thinking, and a bit of elbow grease to craft holistic solutions that meet Morningstar's long-range business and technology goals. The ideal candidate is an effective communicator, master project manager and gifted storyteller with data. The ability to coordinate operations across global teams with a heavy focus on execution will be key to success in this role.
Job Responsibilities:
- Customer Success: Understand the key stages of our Customer Journey, including Sales Handoff, Onboarding, Adoption, Renewal and Advocacy
- Process Design: Design processes and reporting views that enable the Customer Success organization to be more efficient
- Data Analysis and Reporting: Identify and track leading indicators of retention, growth, and churn. Through trend analysis across varying metrics, help develop recommendations for program optimizations resulting in higher performance against key performance indicators
- Forecasting: Develop analytical forecasts for account health and renewals based on transactional and behavioral patterns. Own forecast for headcount for capacity planning
- Operational Data Management: Create checks for data quality within transactional and operational systems (Salesforce, Customer Success Platform such as Gainsight, Catalyst, or ChurnZero). Own end to end data management post sale
- Data Visualization: Develop, design, and maintain data quality via dashboards across primary systems such as Tableau, Customer Success Platform and Salesforce
Qualifications:
- 5+ years of Customer Success Ops, Revenue Ops, Sales Ops and/ or Business Ops experience at a fast-growing B2B SaaS company (experience as Business Analyst or Data Scientist additionally preferred)
- Strong analytics, operational, and project management foundation
- Ability to build strong trusting relationships with Customer Success and Product Managers
- Knowledge of data architecture, data modeling, data mapping, data analysis, and data visualization
- Extensive experience in developing and managing dashboards and reports in Tableau and Salesforce
- Experience in exploring, profiling, and manipulating data sets using SQL
- Salesforce business admin or power analyst skills
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