**Key Responsibilities**
- Provide Leadership with key metrics, forecasts and insights for post sales performance that drive critical business decisions
- Centralize and analyze all data for customers. Create data-driven metric dashboards for Sales and Customer Success from initial onboarding and adoption to renewal
- Conduct in-depth analysis of the business and develop a deep understanding of the key value drivers to identify growth opportunities
- Monitor, assess, and report on risk and other trends related to customer health
- Use risk and opportunity insights to set market/account strategy
- Drive cross-functional definition and prioritization of CS policies, operational processes and strategic playbook
- Own the training of CS processes and action plans for all customer facing teams to reduce friction in workflow and ensure successful customer handoffs between teams
- Collaborate with cross-functional leaders to ensure alignment to deliver customer first outcomes
- Partnership with Sales to drive evolution and enhancement of sales systems and processes. Partner with central operations team to identify opportunities to improve sales productivity
- Maintain and configure CS tools for business processes and objectives (mainly Gainsight, Matini and Salesforce)
**Requirements**:
- 5+ years of experience in Customer Success, Sales Strategy or/and Sales Operations. Also interesting is a background in Program Management, Finance, Consulting, Corporate Strategy
- 2+ years of experience in data science, analytics, and statistical modeling or relevant area. Experience with customer health data and Salesforce will be a huge plus
- Demonstrated ability and experience in business process design and improvement initiatives, automation of operational tasks, and prioritization of time for high business impact activities
- Experience in planning, organizing, delivering business reviews, business improvements, performance scorecards, KPIs.
- Ability to manage multiple concurrent projects and drive initiatives in a cross-functional environment. Ability to adjust on the fly to new demands with a sense of urgency.
- Subject matter expertise in CS tools including Gainsight, Salesforce, G-Suite, and other SaaS tools.
- Proficiency in SQL required
- Spanish is strongly desired