Product Experience Operations Analyst

19 hours ago


London, Greater London, United Kingdom Akeneo: The Product Experience Company Full time
About the Role

The Senior Customer Experience Operations Analyst will play a pivotal role in enhancing the efficiency and effectiveness of our Customer Success and Professional Services teams. This position will be key in aligning processes with company goals to deliver exceptional outcomes for customers and the business.

Key Responsibilities:

  • Optimize Customer Success operations by designing territory plans and portfolio allocation strategies, establishing rules of engagement, and leveraging dashboards and KPIs to track performance and identify improvements.
  • Develop dashboards and forecasting processes to track Professional Services performance and support regional managers with updates.
  • Lead churn and expansion forecasting processes to provide actionable insights for leadership and drive operational readiness for new initiatives, aligning tools, systems, and workflows.
  • Optimize tools and systems (e.g., Salesforce, Catalyst, JIRA) and continuously improve department workflows while driving efficiency and scalability.
  • Analyze churn root causes, implement corrective actions, and collaborate on retention strategies to improve customer retention.

Requirements:

  • You have +3 years of experience in a revenue operations role within the SaaS industry supporting Customer Success and Professional Services teams.
  • You are proficient with CRM and Customer Success systems (e.g., Salesforce, Catalyst) and BI tools (e.g., Tableau, Looker).
  • You have excellent communication skills, with a proven ability to influence stakeholders.
  • You have strong analytical skills and are familiar with forecasting models and operational KPIs.

About Akeneo

Akeneo is the product experience (PX) company and global leader in Product Information Management (PIM). We create a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere.

We empower business leaders with software, education, and an engaged community all focused on the practice of product experience management.

At Akeneo, we work every day to shape a first-class work environment and culture, which is rooted in our core values of Humble Hunger, Diligent Benevolence, Responsible Pioneers, and Inclusive Community.

We offer a competitive package, including health insurance, flexible working hours, hybrid setup, and 16 weeks (France) / 26 weeks (UK) paid maternity leave.



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