Customer Success Operations Analyst
Mueller Water Products

Job Info

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Purpose:

The Customer Success Operations Analyst will ensure process excellence and timely and effective decision-making by the Customer Success team based on accurate data and reporting.

Responsibilities:

• Process Documentation & Maintenance:
  • Develop, document, and maintain standardized processes for the Customer Success team.
  • Continuously review and refine processes to ensure efficiency and alignment with company goals.
  • Create and update process documentation, manuals, and guides to ensure consistency and clarity.
• Data Management:
  • Locate, gather, and organize relevant data from various internal and external sources.
  • Ensure the accuracy, completeness, and quality of data by implementing data validation techniques and audits.
  • Collaborate with IT, Finance and other departments to improve data collection and storage systems.
• Reporting & Analysis:
  • Develop and maintain dashboards, reports, and analytics to track key performance indicators (KPIs) for Customer Success.
  • Analyze data to provide actionable insights and recommendations to support customer retention and satisfaction initiatives.
  • Support ad-hoc reporting needs and provide analytical support for ongoing projects.
• Cross-functional Collaboration:
  • Partner with Customer Success Managers and other stakeholders to understand business needs and translate them into process improvements and reporting solutions.
  • Work closely with IT, Product, and other teams to ensure seamless integration of data systems and tools.
• Continuous Improvement:
  • Proactively identify opportunities to improve processes, data accuracy, and reporting methodologies.
  • Stay up-to-date with industry best practices and tools to enhance the effectiveness of the Customer Success Operations function.

Qualifications:

• Education: Bachelor's degree in Business, Finance, Data Analytics, Information Systems, or a related field.
• Experience:
  • 2-4 years of experience in a similar role, preferably within Customer Success, Operations, or Data Analytics.
  • Experience with data management, reporting, and analysis tools (e.g., Excel, SQL, Tableau, Power BI).
  • Experience in process documentation and improvement initiatives.
• Skills:
  • Strong analytical and problem-solving skills.
  • Excellent attention to detail and a commitment to data accuracy.
  • Proficiency in process documentation and workflow design.
  • Effective communication and collaboration skills with cross-functional teams.
  • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Preferred Qualifications:

• Experience in a hardware/SaaS technology-driven environment.
• Familiarity with Customer Relationship Management (CRM) systems such as Salesforce.
• Knowledge of warranty management processes and tools.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other category protected by law.

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