Senior Customer Success Operations Analyst

Sonder is an active care technology company that helps organisations improve the wellbeing of their people so they perform at their best. Our mobile app provides immediate, 24/7 support from a team of safety, medical, and mental health professionals - plus onsite help for time-sensitive scenarios. Accredited by the Australian Council on Healthcare Standards (ACHS), our platform gives leaders the insights they need to act on tomorrow’s wellbeing challenges today. 

We completed a highly successful Series B capital raise in August 2022.  With operations in Australia, New Zealand and the UK, we are at an exciting time of growth and we invite you to join us on our mission to help organisations around the world create a culture of Active Care.

• 800,000+ eligible members across multiple countries
• 300 + team members, as well as an on-the-ground responder network 
• Trusted by major corporations, education providers, and government agencies

Join Sonder’s innovative movement to provide global support through the right care at the right time and know you are contributing to empowering people to be at their best.

About the role

As the Senior Customer Success Operations Analyst, you will be responsible for enabling the Customer Success function to thrive by providing valuable analysis and insights that will help drive decisions within the function.

You'll optimise and refine processes to ensure exceptional value delivery to our customers, while managing the systems, processes and administrative tasks that enhance the team's efficiency and effectiveness.

Your insights will be instrumental in driving strategic decisions and  continuous improvement within our Customer Success team.

What you’ll be doing

• Develop and improve scalable, automated playbooks and workflows for the CS team.
• Analyse and provide insights into Customer Success metrics.
• Set up and continuously improve CS processes.
• Manage data accuracy in CS tools and forecast team capacity needs.
• Conduct customer segmentation and revenue analysis.
• Build dashboards for tracking KPIs and performance.
• Managing and optimise CS systems, workflows, integrations that help drive and optimise CS processes 
• Develop and facilitate enablement sessions to the CS team for any changes/new product development

Who are we looking for?

The ideal candidate is passionate, self-motivated, and takes pride in producing high-quality work every day. Above all else, you - the ideal candidate - will embody the Sonder values and love working in a fast-paced, dynamic workplace.

What you bring to the team;

• 4+ years in a similar role within a SaaS environment.
• Expertise with data visualization tools like Tableau.
• Highly analytical and problem-solver
• Strong experience in process mapping and optimization.
• Ability to present to both technical and non-technical audiences.
• Solid understanding of CS operations and customer lifecycle.
• Strong excel and financial modelling skills
• Can translate data insights into actionable strategies for capacity planning and scaling the CS function
• Comfortable with ambiguity
• Customer-centric with a commercial mindset.
• Proficiency with data analytics tools and CRM software (e.g., Hubspot, Planhat)
• Proven experience within a changing environment in a growing business

Why join Sonder?

You will work with a collaborative, vibrant and passionate team of experienced professionals, inside and outside of the Customer Success Team and as we continue to grow, there will be plenty of development opportunities.

• Hybrid working environment + modern office facilities
• Learning fund - annual contribution + 2 days of study leave to support your personal development
• Paid parental leave with an attractive return to work policy (e.g. Return to work at 80% for the first 3 months at full pay!)
• Participate in our Employee Share Option Plan (ESOP) for you to be a part of Sonder’s success 
• Induction and onboarding designed to make you succeed in your new role
• Salary packaging and novated leasing 
• Wellbeing support to invest in your own wellbeing
• Free coffee Tuesdays and catered lunch on Thursdays
• Team social fund to connect with your team, plus company wide social events 
• Dog-friendly office 
• Volunteer leave - 2 days per year to participate in meaningful causes and contribute back to the community

Check out our life page for more info - https://www.linkedin.com/company/sondersafe/life/

Due to the nature of our industry, all Sonder employees are required to complete a National Police Check and WWCC 

#LI-Hybrid 

 

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Last updated on Jul 14, 2024