Senior Analyst, Customer Success Operations

🔥 15 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $95k - $115k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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PTC

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1985

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

PTC is a leading software solutions provider that focuses on transforming the way products are designed, manufactured, and serviced. The company offers digital solutions that improve product development, reduce costs, and enhance product quality by allowing collaboration across teams. PTC is renowned for its expertise in enterprise PLM and SLM, making it a preferred partner for manufacturers and service teams looking to optimize processes and innovate. Its tools are utilized by numerous Fortune 500 companies involved in discrete manufacturing, enabling significant improvements in manufacturing efficiency and service operations.

📋 Description

• Partner directly with Customer Success leadership to monitor business performance, identify risks, and drive operational improvements • Build and maintain scorecards and reporting for customer health, adoption, retention, renewal readiness, and team performance • Analyze customer and operational data to identify trends, uncover root causes, and develop actionable recommendations • Support forecasting, capacity modeling, resource planning, and performance management • Lead recurring business reviews and operational cadences • Drive governance of customer health programs, renewal readiness reviews, and at-risk account management processes • Partner with Customer Success, Sales, Professional Services, Subscription Management, and Operations teams to improve customer outcomes and reduce retention risk • Work with Business Intelligence and Systems teams to improve data quality, automate reporting, and scale operational processes • Lead strategic projects and special initiatives for Customer Success leadership

🎯 Requirements

• 5+ years of experience in Customer Success Operations, Revenue Operations, Sales Operations, Business Analytics, or a related field • Strong analytical and business intelligence capabilities, including dashboard development and executive reporting • Experience with forecasting, business planning, capacity analysis, and data modeling • Proven ability to influence cross-functional stakeholders and drive outcomes without direct authority • Excellent executive communication and presentation skills • Experience with Salesforce, Gainsight (or similar CS platform), Power BI/Tableau, and advanced Excel • Experience supporting subscription, SaaS, or renewal-based business models preferred • Bachelor's degree in Business, Finance, Analytics, or related • Authorized to work in the United States without requiring current or future sponsorship from PTC

🏖️ Benefits

• Employee share purchase program (ESPP) allowing purchase of discounted PTC stock • Certain roles may be eligible for equity programs • Medical, dental and vision insurance • Paid time off and sick leave • Tuition reimbursement • 401(k) contributions and employer match • Flexible spending accounts • Life insurance • Disability coverage • Generous commuter subsidy for office-assigned employees

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