At Higher Logic, engagement happens here. As the industry-leading, human-focused engagement platform we deliver powerful online communities and communication tools to organizations looking to build, retain, and grow their member or customer base. We’re obsessed with engagement and, with over 13 years of experience in the industry, we’ve got it down to a science. We are a global company with offices throughout the US, Canada, and Australia. We serve more than 3,000 customers, representing over 350,000 online communities with over 200 million users across 42 countries worldwide. Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day.
The Revenue Operations Analyst (Customer Experience) will partner closely with leaders to deliver financial insights & drive transformative customer experience business solutions to improve quality of service and increase efficiencies. This is a unique hybrid role well suited to a candidate looking to add breadth to their experience. It requires a combination of strategic thinking, execution, and operational excellence.
ESSENTIAL DUTIES AND RESPONSIBILITES:
Partner with leadership to maximize profitability through effective budgeting, forecasting, expense management, reporting, analysis, and financial modeling
Work closely with the Customer Experience Financial Business Partner (FBP) and other members of the Corporate FP&A team to analyze customer retention, operations
Synthesize large amounts of data into operational insights and best practices that aid in the strategic decision-making process
Support key strategic efforts and initiatives with timely what-if scenario modelling
Make financial recommendations based on financial and strategic analysis for development and evaluation of business cases & investment decisions along with post-mortem analysis of performance
Assist in elevating the financial literacy of your business partners through the communication of financial performance, variance analysis and financial goals
Customer Operations Related:
Serve as admin for multiple technology platforms used by our customer-facing teams
Design and improve effective, user-friendly processes and ensure compliance.
Design user-centric reporting for audiences across the organization.
Complete monthly and quarterly analysis of customer insights and retention data to identify themes and trends across customer segments
Work with other customer departments to identify qualitative feedback on reasons for renewal and churn and execute on a quantitative evaluation to determine impact
Collaborate cross-functionally to launch improvements to customer experience based on learnings
Conduct all business in accordance with Higher Logic policies and procedures.
All other duties as assigned.
KNOWLEDGE AND ABILITIES REQUIRED:
Demonstrated understanding of the profit and loss statement
Advanced excel capabilities including, but not limited to, the use of logical functions, reference functions, financial functions, building financial models, and connecting & organizing multiple data sets
Experience exercising time management skills such as prioritizing/organizing and tracking details and meeting aggressive deadlines of multiple projects with varying completion dates
Ability to manage a variety of stakeholders and adapt methods accordingly
Strong understanding of Salesforce objects and reporting functionality
Excellent critical thinking and analytics skills with experience preparing reports
Clear communicator with excellent written, verbal and listening skills
Effective as both an individual contributor and team player
Knowledge of Catalyst, Zendesk, and Monday.com
Experience using business intelligence tools such as Power BI and Tableau for data cleansing and visualization
1-2 years’ experience in an analytical role related to finance, accounting, or a similar business function
Higher Logic is committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Higher Logic is committed to ensuring that its application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing HRBenefits@higherlogic.com
Job Type: Full-time