Customer Operations and Analytics Manager (Poland - Remote)

Who We Are

Having surpassed $300M ARR and continuing to grow, Optro is the leading audit, risk, ESG, and InfoSec platform on the market. More than 50% of the Fortune 500, including 7 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: Optro is top-rated on G2.com http://G2.com and Gartner Peer Insights.

At Optro, we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, ESG, and InfoSec platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the seventh year in a row, as ranked by Deloitte!

WHY THIS ROLE IS EXCITING

We are seeking a Customer Operations & Analytics Manager to join our Client Advisory Services (CAS) Operations & Analytics team to partner with our broader CAS organization to drive effectiveness and efficiency of our organization. This role will help build the foundation in helping scale our post sales and customer obsession processes. The Customer Operations & Analytics Manager will help us execute against our strategic priorities while taking ownership of helping build post sales infrastructure, processes and cross-functional relationships as we continue to scale.

This is a great opportunity to grow your operations & analytics career, while also driving efforts to enhance business outcomes for our Client Advisory Services (CAS) organization that includes: Customer Success, Customer Education, Onboarding & Implementation, Customer Support and Renewals.

Key Responsibilities

• Partner with functional leads to help design and improve processes, workflows, and tools that support scalable operations and evolving user needs.
• Document complex business processes, requirements, wireframes, and specifications. Uncover opportunities for improvement.
• Develop and prepare insightful reporting and data insights for the Client Advisory Services team and leadership using tools such as Tableau and Snowflake.
• Recognize the need to enhance essential operational and analytical dashboards, and define the requirements to enhance them as business needs evolve.
• Consult with business stakeholders and data engineering counterparts to determine the best analytical approaches to drive actionable insights, including information gathering and the development of tools to measure success.
• Help design and improve processes, workflows and manage post-sales tools that support scalable operations.
• Support planning and quarterly business reviews with reliable and timely analysis.
• Continuously improve reporting automation, data quality, and analytical frameworks as business needs evolve.

Attributes for a Successful Candidate

• Bachelor’s degree in Business Administration, Finance, Mathematics, or similar quantitative field
• 3+ years of sales or post sales / professional services operations experience working, ideally in the software / SaaS industry and/or management consulting
• Exposure to CRM systems (Salesforce), CS platforms (Gainsight), Professional Services tools (RocketLane), and data warehouses (Snowflake)
• 3+ years of technical experience performing data analysis and driving insights through visualization tools such as Tableau or PowerBI
• Strong analytical skills with proficiency in SQL.
• 2+ years of experience and proficiency in Excel skills or GSheet, with ability to use VLookup, XLookup, nested statements and pivot tables
• Affinity for defining strategic and scalable processes
• Ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Strong critical thinking skills and ability to break down ambiguous problems into concrete, manageable components to think through and effectively communicate solutions
• Strong communication and interpersonal skills; organized and able to multitask between multiple tasks/customer situations simultaneously
• Analytical and problem-solving skills to frame key strategic questions and structure and execute the analysis from complex data sets to answer those questions

Perks

• Launch a career at one of the fastest-growing SaaS companies in North America and EMEA!
• Monthly work from home allowance - varies by location
• Benefits depend on location but include statutory coverage
• Competitive compensation & bonus program
• Annual leave and holidays
• Employee resource groups
• Opportunities for team and company-wide get-togethers!

*perks may vary based on eligibility/location

Our Company Values

• Customer obsession: It starts and ends here. Consistently ask yourself how what you’re doing creates value for our customers. It’s a mindset.
• Gritty resilience: Make it happen. Find a way. Move fast, stay positive, and do what it takes.
• Drive innovation: Create the future. Continuously improve what exists and invent what’s next.
• Win, together: One team. No silos, no egos. Drive to be the best and support each other’s success.
• Growth mindset: 10x, not 10%. Think in orders of magnitude, not increments. Seek feedback, learn, and improve.

Please note that background checks are required. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. This role may have access to highly sensitive data, including employee data, customer data, company financials, and proprietary product information.

We love building strong partnerships, but please note that Optro cannot accept unsolicited resumes from agencies. Any submissions without a signed agreement in place will not create a fee obligation.

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