Business Analyst for Services Operations - London/San Francisco

As the Business Analyst for Services Operations, you will analyze and report trends in our data, provide clear reporting on Customer Success performance, establish metrics, review analytics and propose, implement and measure strategies to improve and streamline our entire cross-functional Services organization which includes Solution Delivery/Implementation, Customers Success and Customer experience team.  You will function as the primary liaison among the Sales, Marketing, Finance, and Business Systems teams to support worldwide sales efforts. You will be someone who can balance operational with strategic, is not afraid to ask tough questions and is an analytics machine who is seeking a high visibility role in a face-paced, startup and dynamic environment.

Responsibilities:

  • Analyze the health of the business and interpret key leading indicators and performance metrics.
  • Work closely with VP of Services to drive strategy through discussions with entire Services team.
  • Identify trends and issues that provide opportunities for improvement in Customer Success.
  • Provide ad-hoc actionable analysis to the customer service team and others in the company to help them understand our customers.
  • Reporting includes standard year-over-year, quarter-over-quarter, regional sales trend analysis, forecasting accuracy tracking and deal tracking and other relevant reports.
  • Responsible for the on-going creation and maintenance of Services Operations reports and dashboards.
  • Proactively audit reporting data to ensure that information is accurate across all data points. Work with Business Systems to define the requirements needed to troubleshoot and implement fixes or system enhancements.
  • Work with Enablement to optimize sales force effectiveness, such as onboarding, training and development.

 

Skills & Competencies

  • Strong analytical aptitude such as problem solving skills, attention to details, customer orientation.
  • Experience managing (internal) customer relationships, preferable with multiple stakeholders in different locations.
  • Relevant with Salesforce.com, Service Cloud, Desk.com, Gainsight, Totango, Preact or Bluenose Customer Success Management Software preferred.
  • Demonstrated ability to simultaneously manage multiple ongoing projects of varying scope and high levels of complexity with minimal supervision.
  • Excellent interpersonal, verbal, and written skills and be able to establish/maintain positive work relationships and communicate effectively with cross-functional team.
  • Detail-oriented and able to successfully plan, prioritize, execute and track tasks and responsibilities in order to meet established individual and group deadlines.
  • Strong organizational, time-management, analytical and decision-making skills in order to efficiently evaluate, plan and accomplish personal work goals.
  • Proven ability to work in a team-oriented work culture, providing back-up support to team members & establishing/maintaining effective work.
  • 3-years experience in supporting Sales, Services, Financial planning or relevant field.  Preferably experienced in Software as a Service (SaaS.)
  • Bachelor’s degree/M.B.A. preferred.

 

About MOVE Guides

MOVE Guides is transforming the $150bn global mobility market. We make it easy for organizations of any type to move their talent around the world. Our award-winning Talent Mobility Cloud is a one-stop hub that enables employees to plan their move, connect with vendors and manage their budget, while HR and Finance departments streamline processes, policies and global payments across more than 200 locations and in 100 currencies. The result is a dramatically improved employee experience, global compliance and operational efficiencies. 

MOVE Guides raised $8.2M series A round in October 2014.

 

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