Khoros - Senior Operations Analyst

Overview:

At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about customer success. As part of the Vista Equity family, you'll receive best-in-class development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.

The Khoros engagement platform comprises an Online Community, Social Media Management and Messaging products for social customer service, social support, and social media marketing teams to listen, respond and act on customer conversations - creating deep relationships and fostering brand loyalty and advocacy. We as a company follow our core values of:

Accountability - We embrace an ownership mentality

Customer-Centricity - We are obsessed with achieving customer value

Agility - We move with urgency and purpose

Khoros is looking for a dynamic, creative, and forward-thinking Senior Operations Analyst, who will be responsible for report creations, modeling, and trend forecasting to support our Customer Success and Revenue Operations team, as well as governing KPIs and suggesting ways Khoros' Professional Services (PS) & Strategic services organization can optimize processes and systems. You'll have an opportunity to work with executive leadership and interact with various teams across the organization (PMO, Finance, Procurement, PCO, Customer Success, etc.). This is an excellent opportunity for someone looking to learn the inside scoop on how a thriving SaaS company manages the Services and Revenue operations arm of our business!

The Senior Operations Analyst is detail-oriented, organized, proactive, and articulate. An ideal candidate is interested in developing their skills in business analysis, reporting, building dataflows and dashboards, and workforce management, as well as performing basic Salesforce administration. They are not afraid to challenge the way something is done and enjoy opportunities to drive change.

A suitable candidate will have a strong background in advanced SQL as well as experience performing administrative tasks on servers. They will demonstrate an ability to create, troubleshoot, and enhance the business's data loadings, and have a clear understanding of key IT business systems, reporting and analytics, general ledger management, and data warehousing. The candidate must be fluent and comfortable working with large sets of enterprise data from multiple sources and must have experience working intimately with enterprise data reporting and visualization tools, as well as CRM systems.

Responsibilities:

- Create, update & maintain information in Financialforce such as user data, project data, cost rates, etc.

- Create, update & maintain Salesforce & Financialforce reports in order to track KPIs and report on the health of the business, and ensuring appropriate action plans are completed to improve KPIs where needed

- Work with Professional services, Strategic services & cross functional teams to ensure data integrity across systems (Salesforce, Financialforce, DOMO, Netsuite, etc)

- Develop and interpret forecast and utilization reports, burn reporting, capacity models, project -financials, compliance & data hygiene reports in DOMO & FinancialForce.

- Enable effective decision making by identifying & merging data from multiple sources (in DOMO) and compiling it into a digestible & actionable format

- Propose and implement business metrics for senior management reviews and work with PS, Strat leadership & other cross functional teams to design and develop data infrastructure to support business growth

- Perform deep-dives to find the root causes behind variances of key parameters over a given time-period

- Establish & maintain relationship with the Financialforce team i.e meet with the CSM on a regular basis to understand new features, releases, how to implement them for Professional & Strategic services, etc.

- Perform and own end of month (EOM), end of quarter (EOQ) and end of year (EOY) tasks, checks, reporting & business review presentations.

- Lead evaluations of existing business practices, processes and drive continuous improvement efforts that support the global team

- Understand & monitor system and data integrations between various business systems and troubleshooting when necessary

- Become an expert at understanding FinancialForce object relationships and project attributes & help project teams ensure they are set up correctly

- Troubleshoot or redirect Services employee questions regarding a wide variety of subjects such as staffing and assignments, time entry, project set-up & reporting

- Reviewing data showing CSM (Customer Success Manager) interactions with customers from Gainsight, and developing reporting showing activity levels and goals achievement at an individual CSM level and at an account level.

- Working with Business Systems to create dynamic exports of activity data from a surveying tool, and joining with other CRM data sets to create dynamic data flows on which to base reports.

- Creating dynamic reports, forms, and tables designed to be readable and usable, for distribution to members of large teams to report on activity, and gather specific feedback from team members based on data.

- Identifying issues with data quality, and own projects to cleanse existing data, and recommend organizational process changes to improve data quality in the future.

- Manage the process of working with stakeholders to review the usage and effectiveness of existing reporting dashboards on a regular basis, and make changes to reports as needed.

- Support Sales Operations when needed with the creation of new or existing domo cards, ETLs, and dashboards.

- 6+ years of experience as a business analyst, operations analyst, BI analyst, or comparable experience with a very good analytical mindset

- Experience with SalesForce, or Professional Services Automation (PSA) software such as FinancialForce or a similar tool

- Experience with Business Intelligence tools such as DOMO (dataset & dataflow creation, maintenance, building cards & dashboards, etc)

- Strong expertise in implementing ETL data flows and data pipelines, and know one or more of the following tools(Informatica/DataStage/Microsoft SSIS/Ab Initio/DOMO etc.)

- Strong/expert proficiency in SQL & MySQL

- Strong/expert proficiency in Microsoft Office & G Suite with excellence in PowerPoint, Google Slides, Word, Excel & Google Sheets

- Experience in MySQL/gp/Oracle/Vertica/Teradata. (any with SQL), Vertica is preferred

- Strong problem-solving skills and an ability to trace problems through multiple steps to identify solutions

- Demonstrated ability to analyze large and complex data sets to identify trends and extract meaningful insights

- Exceptional interpersonal, written and presentation skills

- Accountable self-starter with the ability to problem-solve and work in a high-growth, fast-paced, performance focussed environment

WHAT WOULD ADD VALUE:

- Experience working with large quantitative data sets for analysis purposes

- Ability to independently manage (and context switch) between several responsibilities

- Demonstrated ability to organize and manage multiple priorities simultaneously

- Experience in managing complex internal and external customer relationships

- Demonstrated ability to drive process improvements, problem-solve, and produce results

- Quick learner and curious to learn services frameworks and business systems

- Basic experience with or understanding of the SaaS business model

- Experience working in hyper-growth and large tech companies (SaaS experience is preferable)