Job Opportunities in the I2BF Portfolio

I2BF Global Ventures

Customer Success Strategy and Operations Analyst

ServiceTitan

ServiceTitan

IT, Customer Service, Sales & Business Development, Operations
Yerevan, Armenia
Posted on Wednesday, June 12, 2024

Ready to be a Titan?

The Customer Success Strategy & Operations team is tasked with building the industry defining Customer Success experience for our customers. We do so by designing and scaling efficiencies across our internal processes and surfacing data-driven insights for CSMs to better serve their book of business and for leaders to more effectively make critical decisions and manage performance. The CS Strategy & Operations team is responsible for building and maintaining the foundation that allows ServiceTitan to achieve its goals in Gross and Net Revenue Retention, Customer Adoption, and Sentiment.

In this role, you will play a critical role in generating insights that help our business stakeholders in Customer Success leadership to shape their strategy and achieve core objectives in NPS, Net Dollar Retention, and Gross Revenue Retention. You will partner closely with our business stakeholders to maintain and enhance our core dashboards and reports as well as evaluating future analysis requests.

What You’ll Do:

  • Analyze data using tableau to generate insights around drivers of organizational outcomes (ex: what are the leading causes of customer churn, what are the drivers of product adoption)

  • Review and prioritize requests from CS leaders for new reports, process changes, system enhancements

  • Conduct preliminary discovery exercises to evaluate the impact and benefit of requests received from our business stakeholders

  • Partner with other members of the CS Strategy & Ops teams to develop comprehensive insights around root causes for churn, opportunities for revenue growth, and more.

  • Work with digital engagement tools such as Gainsight Journey Orchestrator, Matik, and Marketo to refine automated points of customer outreach on behalf of Customer Success

What You’ll Bring:

  • 2+ years of experience in Revenue Operations, Customer Success, or Business Process Improvement roles in a B2B SaaS organization

  • Proven experience and capabilities with tableau/BI Tools and SQL to generate reporting

  • Proficiency in managing priorities in a fast paced environment

  • Experience working with cross-functional stakeholders in Customer Success, Finance, IT, and Sales

  • Experience with Salesforce and an understanding of common workflows


Preferred Skills & Experience

  • SQL queries and tableau dashboard/report creation

  • Experience using customer template automation tools (Matik)

  • Salesforce and Gainsight

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

  • Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, pet insurance, wellness benefit, office massage, etc.

  • Support for Titans at all stages of life: Parental leave and support, on demand maternity support through Maven Maternity, financial planning tools, Employee Assistance Program services, and more

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.