Operations Analyst, Customer Success
Inspectorio, Vietnam
Job Description
ABOUT US
Inspectorio is a cloud-based SaaS solution focused on creating a dynamic and risk-assessment based Quality and Compliance program with the goal of generating more sustainable and transparent supply chains. Our network is a one-stop-shop platform where all key stakeholders in the production process can connect to execute, monitor, and report on Quality and Compliance activities.
Our products provide digitization, automation, transparency, and traceability, with a strong focus on advanced analytics amp; Machine Learning. This enables us to leverage customer data for predictive insights and dynamic risk-based interventions.
Founded in 2016, Inspectorio set out to revolutionize the supply chain industry. Today, we work with many of the world’s leading brands and retailers, and over thousands of vendor and factory organizations across the globe to bring unparalleled levels of visibility, transparency, and accuracy to their quality, sustainability, and compliance initiatives!
Responsibilities
- Being a Key Business Partner to the Director of CS Operations, CS Org and other cross functional teams (Revenue, Finance, Product and GTM teams ) by uncovering opportunities, coordinating and aligning business priorities and requirements that empower teams and improve the productivity and scale of the CS organization
- Being accountable for translating business insights into programs/strategic initiatives that enable revenue growth, steer overall direction and accelerate the performance of CS Org
- Driving retention by identifying key areas and developing churn and attrition projections through data-driven insights and best practices and suggesting actions based on KPI trends and forecasts
- Supporting weekly/bi-weekly and monthly Stakeholder meetings with the latest data insights, at risk analysis and retention insights
- Managing amp; monitoring cross functional projects and initiatives that improve internal processes (e.g. Handover, CSM assignments, Expansion, Customer Journey)
- Designing guides and playbooks throughout customer journey and CSM touchpoints to address churn, early at-risk renewals, low adoption and engagement
- Supporting Tooling Team with developing dashboards on key metrics and processes through insights, recommendations , feedback and best practices from CS team
- Responsible for following up on data related issues, tracking CS progress (CS activities and engagement) and communicating status updates to all stakeholders
- Creating SOPs and workflows, following up with Enablement sessions
Requirements
- 3-5 Years of Experience in SaaS, CS or Sales Operations
- Strategic Thinking and Project Management Skills
- Exceptional Analytical and Quantitative Problem-Solving Skills
- Keen on understanding key Customer Success Data, identifying key insights and making a clear business case for the proposal
- Keen on constantly improving, optimizing and automating CS processes
- Strong Knowledge of Excel, CRM tools (Hubspot, Salesforce) and Customer Intelligence Tools such as Churnzero, Gainsight
- Strong written and verbal communication skills and interpersonal communication skills
- English is a must plus any other foreign language
Benefits
Why it would be awesome to work with us
PERKS
Competitive Salary
At Inspectorio, we only work with the best of the best. That’s why, if we invite you to join us, it’s because we recognize your amazing skills, value, and potential. It probably wasn’t easy for you to become this awesome, so we make sure to reward you for it.
Full Project Ownership
Are you an inventor? Want to start a new internship program? How about a soccer tournament? Or a whole new department within the company? Whatever it is that you want to do, we’re here to listen, and if your idea is good, we’ll give you all the resources you need to make it happen. When any Inspectorian wins, we all win.
Personal and Professional Growth
Inspectorians are our most valuable resource, so we make sure to invest heavily in them. All Inspectorians are eligible for funding to attend conferences, take courses, present their research, and more. This on top of the continuous mentoring and guidance you’ll receive guarantees you’ll grow as a professional and as a human while at Inspectorio.
Fun, Fun, Fun
We put our money where your smiles are. Company-sponsored trips, weekly parties, sporting events, and more. We make sure that Inspectorians enjoy coming to work by promoting as much fun as we can.
International Work Experience
We are going to take over the world. Perhaps not quite, but we are a global company that th