Company: | Telnyx | Location: | United States |
Posted: | Thursday, May 5, 2022 | | |
Job Description:
About Telnyx Telnyx is a global connectivity platform and partner that powers carrier-grade services on an in-house built, private, cloud-agnostic IP network. We power voice, messaging, video, wireless, numbering, fax, security, and networking solutions for businesses all around the world. Whether we’re processing mission-critical communications, hosting enterprise-grade contact centers, or powering simple in-app messaging and calling, our APIs make secure, high-fidelity connectivity the new standard. We’re working to democratize worldwide access to real-time communications over the internet. The Role As a Growth Operations Analyst, you’ll help power the operational backbone driving the effectiveness and efficiency of our Growth team. In this role, you’ll work alongside Sales, Customer Success and the Growth Operations team on automation opportunities that facilitate the success of our Go-To-Market teams. These opportunities include the implementation and ongoing management of systems and processes to support and continuously propel change using data. This position relies on analytical and problem solving skills, including the ability to analyze diverse datasets and work closely with internal teams and stakeholders to recommend and implement effective solutions in a fast-paced environment. A core part of this role will be leveraging our cutting-edge growth software to define and measure objectives and forecasts throughout the customer lifecycle. What You'll Do Data: Reporting: Through reporting, help management track daily, weekly, and monthly metrics and OKRs to support the customer experience. Own and develop customer onboarding and customer success dashboards within Domo to drive decision making. Ownership: Owns the creation, and maintenance of all Domo workflows. Perform data discovery, profiling, and root cause analysis on large data assets. Participate in Data validation and Quality Assurance testing. Analysis: Track leading indicators of retention, renewals management, adoption, utilization, NPS. Develop analytical insights that drive recommendations for action around risk mitigation. Forecasting: Develop analytical forecasts for account health and renewal based on transactional and behavioral patterns. Operational Data Management: Maintain the integrity of post-sale data by creating checks on data quality and automation within Operational systems (SFDC, Zendesk, Intercom, Domo). Systems: Integrations: Align with the Growth Operations team to maintain systems integrity across the customer lifecycle. Own the creation and maintenance of playbooks and user-guides for CS tooling. Software Management: Act as the CS team expert on software applications, helping with the selection of tools and then onboarding, management and configuration of systems to meet the needs of the business. Create frictionless workflows: Build and maintain scalable automation processes that help drive efficiency in post-sale and customer success activities in a range of GTM tooling. Processes: Provide project leadership to implement new software solutions, train the team on new CS technologies, and drive adoption of solutions. Work with CSM and Developer Relations management to define systems and processes that drive productivity, efficiency, and visibility across the entire Customer Success Organization. Coordinate cross-functional processes to facilitate improved data capture and processes that help meet the needs of post-sales and expansion activities. Work with Senior and Executive leadership teams to manage and evolve the customer success processes. Partner with the Analytics and Sales Enablement teams to detect early signals of at-risk adoption & renewals, design playbooks for CSMs to address them, and provide path to escalation. Own the NPS survey programs supported by leadership. Analyze the data to define the themes that you’ll report out to the wider organization. Assist Developer-Relations with outreach efforts to engage customers within our sales engagement tool. You May Be Fit For This Role If You Have Excellent interpersonal skills. You have a proven ability to build great relationships and convey and debate instrumentation and infrastructure best practices. You're the person that people can't wait to collaborate with. Empathy, not ego. We strive to understand our users, and we fight to empower them. Creativity in solving problems. We aim to ensure that all teams are equipped with the best tooling and information needed to delight customers but value grittiness and creative thinking in getting to those key insights. A highly iterative design process. We move fast, we listen, and we adapt. We rapidly incorporate feedback, and we relentlessly collaborate. You are adept at giving and receiving critiques. What We Are Looking For 2+ years experience in data analytics. 1+ years experience in Customer Success Ops, Revenue Ops, Sales Ops and/ or Bus Ops experience, with a demonstrated history of working cross-functionally and improving sales productivity by providing data-driven insights for strategy planning (especially within the SaaS startup space). Analytical thinking - analyze, synthesize, and apply information to solve problems swiftly while weighing all pros and cons and understanding the downstream effects of decisions. Excellent project management skills. Self-motivated and extremely resourceful in driving projects forward.Highly skilled at writing SQL to query relational databases; knowledge of Python is a plus. Intermediate to advanced competence with Domo or BI tool with a passion for metrics and dashboards visualizations. Hands-on, proven experience implementing and managing software applications and automation tooling in a B2B company. A plus if you have SFDC or CRM administrator experience, with proficiency in administrative tasks and configuration. #LI-RH1 How we work Telnyx is a diverse, inclusive organization focused on solving problems, building intelligently, and documenting our logic. We’re a connectivity and networking leader, with industry experts and engineers who have built our cloud-agnostic platform in-house, from the ground up. We’re a concierge customer success team and a 24/7 support team. We’re a communications partner, focused on agile innovation, not a telecom slogged in antiquated processes and anti-competitive regulation. We’re an enterprise-grade conversation enabler, powering the global, enriched, multi-channel communications that today’s customers demand. We're looking for people with passion, grit, and integrity. We believe in transparency, proactivity, and mutual respect. We provide the high-grade tools that help you do your best work, and keep up the collaborative habits that help everyone stay in the loop. No matter where you're based or which team you’re on, you’re plugged in, supported, and helping to shape the future of communications. Perks Unlimited Paid Time Off (PTO) for full-time and contract employees Annual professional development budget Home Office Setup Perk Volunteer Days Top-notch equipment Fitness & wellness stipend Monthly home cleaning stipend You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Telnyx, we welcome diverse perspectives, rigorous thinkers and assumption challengers. Are you ready to join us? Source: https://boards.greenhouse.io/telnyx54/jobs/5038640003
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