Customer Operations, CS Tools & Analytics
Narvar
Narvar is growing! We are looking for a skilled Senior Analyst, Operations to own the tools, reporting and metrics that support the efficiency and effectiveness in our Customer Success organization.
This role will be responsible for managing customer data and analytics, and leveraging tools to support key customer KPIs, including churn prevention and customer satisfaction. Deliverables will include quality, thoughtful analytics to inform key decisions and recommendations on tools and workflow improvements that support organizational goals.
This role will report to the Head of Customer Operations. The role will also require strong collaboration with cross-functional, global teams including Sales and Marketing.
Day-to-day
- Manage implementation and optimization of tools and technology stack used by the Customer Success team, especially customer success platforms (e.g., Gainsight, ChurnZero)
- Ensure proper integration of tools with other systems, such as sales and marketing platforms (e.g., Gong), to provide a unified view of customer health and broader customer journey
- Maintain and evolve efforts to keep accurate and up-to-date customer data, in order to ensure reliable reporting and insights
- Partner with the Customer Success team to incorporate playbooks (including integration with CS platform) for customer outreach and engagement based on health scores and other key metrics
- Build and maintain dashboards and reports to track key performance metrics such as customer health scores, churn risk, and overall satisfaction (e.g., NPS)
- Provide data-driven insights to customer success and executive leadership, helping to inform strategy and operational decisions
- Derive and present data-driven insights that tell a “story” with appropriate data visualizations
- Maintain standard reporting across Customer Success teams and metrics, including forecasts and progress to plans
- Provide ongoing operational support and one-off data pull requests for initiatives across the Customer and broader Narvar teams
What we’re looking for
- 4+ years of work experience in operations and analytics (particularly in Customer Success or GTM)
- Proficient in CRM systems (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero)
- Knowledge of customer lifecycle management and success metrics (e.g., NPS, churn rate, NRR)
- Ability to translate data into a clear story with key insights; presents data in a clear and concise manner, both written and orally
- Proficient with creation of crisp, clear presentations (Google slides, PowerPoint)
- Data-driven, detail-oriented individual with demonstrated ability to work through complex problems using data
- Advanced skills in data analytics and reporting tools (e.g., Excel, Google Sheets, Looker)
- Strong project management skills
- Self-motivated, curious, and rapid learner who is comfortable working in ambiguity
- Thrives in a fast-paced and dynamic environment
- Highly organized and collaborative; able to work with cross-functional stakeholders and multiple deliverables at any given time
- Experience with SAAS metrics, B2B experience required
- Previous startup experience strongly preferred
Why Narvar?
We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!
From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1400+ other brands. With hubs in San Francisco, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.
Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.
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