We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Essential Duties Leverage data to create analyses on Customer data (Health, Risk & other Customer Journey data) which result in actionable insights and strategic recommendations for the Customer Success leadership team. Lead or coordinate small-to-medium cross-functional projects related to Customer Success Operations processes, systems, and enablement. Develop and maintain project plans, timelines, status updates, and action-item tracking for operational initiatives. Identify project risks, blockers, and dependencies, and escalate issues as needed to support timely delivery. Analyze and evaluate the impact of key business initiatives, and proactively surface insights and areas of opportunity for the business. Build, maintain, and communicate detailed reporting, dashboards, presentations and analysis on key business metrics and challenges. Partner with Customer Success leadership to understand and develop scalable strategies to improve business processes and systems, with a focus on operational excellence, improving team effectiveness and efficiency, and driving key outcomes for customers to achieve retention and health goals. Develop a deep understanding of how Success Management correlates to Gross Retention across all products and customers. Collaborate with cross-functional teams across disciplines such as Finance, Sales Operations, and Professional Services. Required Qualifications 5+ years of professional experience in an analytics / business operations / finance / consulting role; prior experience with SaaS a bonus. Bachelor’s degree in business, information systems, communications, or a related field, or equivalent practical experience. Experience working with CRM platforms, Gainsight, SharePoint, or similar business systems and collaboration tools. Experience coordinating or leading cross-functional projects in an operations, Customer Success, Support, or systems environment. Strong written and verbal communication skills, with the ability to translate process changes and system updates into clear guidance for end users. Some work experience in a similar or related area is preferred  Strong organizational skills and attention to detail, including experience maintaining process documentation, resource libraries, or operational materials. Comfort working in a fast-paced environment with evolving priorities and cross-functional dependencies. Understands and applies analysis tools/techniques, issue resolution skills and demonstrates strong knowledge of relevant factors in the industry Join the A-Team and experience the A-Life! Acquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to [email protected]. Please refer to our Privacy Policy at https://acquire.ai/ph/privacy-policy/

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