Senior Operations Analyst, Customer Success Analytics & Operations - Klaviyo｜Meet.jobs

Senior Operations Analyst, Customer Success Analytics & Operations

Summary:

Klaviyo is looking for a Senior Analyst to join our growing Customer Success Analytics & Operations team. In this role, you will report to the Senior Manager, OPS & Analytics. The successful candidate will leverage their quantitative and technical skills and partner closely with Customer Success leadership to deliver data-driven insights, drive visibility and understanding of core metrics, analyze customer behavior & business drivers, improve operational efficiencies, and develop scalable solutions to drive results.

This role will partner to help scope, build, and manage key analytics resources and dashboards for our Customer Success Management team, own advanced analytics projects, and support strategic initiatives across the organization that drive growth, prevent churn, and are instrumental in driving greater insight, action and measurement of impact for Klaivyo.

The ideal candidate will be an experienced analyst who is intellectually curious, strategically minded, proactive in seeking solutions to challenging problems, and highly focused on solving for our customers. This role requires a blend of analytical skills with a strategic mindset and a proven ability to communicate effectively with senior leadership.

How you will make a difference:

• Collaborate with senior leaders across the global Customer Success (post-sales) organization, particularly the Customer Success Management team, to drive strategic analytics and support initiatives that shape the growth trajectory of Klaviyo

• Own and develop reporting and analytics resources for Customer Success stakeholders; creating new metrics that drive increased visibility into the drivers of customer success and tell data driven stories about the health of Klaviyo’s customers

• Plan and scope end-to-end advanced analytics projects by identifying the business problem and selecting appropriate investigative testing and data solutions, and determining appropriate key performance indicators (KPIs) for the audience

• Dissect trends, quantify opportunities, and undertake customer and driver based journey analytics to support business planning & strategic decision making within Customer Success

• Perform detailed quantitative and qualitative analyses to develop recommendations that support strategic initiatives for Klaviyo’s Customer Success organization

• Convey findings in a cohesive story, including summarizing insights from analyses, identifying next steps and providing recommendations

• Collaborate with cross-functional teams across disciplines such as CS Systems, Sales Operations, Marketing Operations, Product, Business Intelligence, Data Science and Finance

Who you are:

• You have 4+ years of professional experience in an advanced analytics or operations analytics role; prior experience with SaaS an advantage
• You possess well developed Excel, SQL and data visualization software skills (e.g. Tableau, Thoughtspot, etc). Experience working with DBT and GitHub to operate efficiently at scale and partnering closely with Data Science or BI teams will be viewed favorably.
• You have well developed communication and organizational skills, a demonstrated ability working cross functionally to partner with Senior Business leaders, experience operating to a roadmap and setting clear milestones and deliverables, and experience preparing materials for an executive audience
• You balance attention to detail with swift execution, taking ownership and delivering work product in a timely manner to drive outcomes
• You are comfortable operating autonomously with a bias towards action, learning and constant iteration

Get to know Klaviyo:

Klaviyo is a world-leading marketing automation platform dedicated to accelerating revenue and customer connection for online businesses. Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. The company's hybrid customer-data and marketing-platform model allows companies to grow by fostering direct relationships with customers, without giving up their valuable data to popular big-tech ad platforms. Over 265,000 innovative companies like Unilever, Custom Ink, Living Proof and Huckberry sell more with Klaviyo. Learn more at www.klaviyo.com.

#LI-Hybrid

#LI-Dee