Operations Analyst - Services, Remote
If you are looking for a unique opportunity to join a fantastic, mission-driven company, while helping shape your role, we have a position for you! We are looking to add a positive, adaptable, and collaborative Operations Analyst to our team, focusing on our Partner Success Organization.
This role will play an integral part in improving our PSO team’s ability to scale, by providing them with excellent internal support and uncovering areas for process improvements.
As an Operations Analyst, you’ll become a trusted business partner to the partner success organization, by supporting them with key operational processes, owning and improving the use of internal resources, such as ChurnZero, Zendesk & Chilipiper, and recommending improvements for increased efficiency.
Report to sales and services leadership on past results, retention and upsell forecasts, e.g. through dashboards and presentations
Analysis: Track leading indicators of renewals and upsell, across all product lines, and analyze them to understand what’s going well and what’s not
Partner with finance, sales, and PSO leadership to ensure the effective use and adoption of PS data for time tracking, capacity planning, and invoicing.
Provide data-driven customer insights on key performance indicators for customer-facing teams and provide better visibility into customer health and engagement by product.
Customer Lifecycle: Partner with Marketing and PSO to help implement the communication touch points along the customer journey, to drive optimal adoption and net promoter score
Risk Management: Detect early signals of at-risk renewals for all product lines, and design processes to address them
Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers’ needs, including processes to:
Relay customer feedback to the Product team
Provide recommendations to PSO on how to increase engagement in order to enable expansions and renewals
Support Campus Engagement with day-to-day tasks to support our Math partners.
Partner Training: Collaborate with the Training team to improve the scheduling and delivery of training sessions with our district partners.
Ensure that purchased training sessions are utilized by our partners and assist with measuring the efficacy of those sessions.
Recommend areas for improvement in both delivery rate and efficacy.
Enablement: Provide materials and data that help the Professional Services team work more effectively
Be a business partner to the Professional Services leadership team, providing insights to help shape the strategy of the business
Partners with regional professional services leaders to identify and drive process improvements. Ensures successful implementation of new programs through the professional services organization.
Provide strategic guidance to area leadership teams, bringing deep knowledge of business operations best practices
Systems: Implement and manage the software that facilitates Professional Services Ops activities
Specifically, manage Ellevation’s instance of ChurnZero and Zendesk.
Collaborate between Customer Success, Product Support, and BizOps to identify additional data needed and/or improved data flow into ChurnZero and Zendesk and serve as the product lead for data needs
Ensure data, reports, and other internal intelligence tools are provided to stakeholders.
Build and evaluate regional customer and product level health score results and trends.
Within 1 month, you will:
Gain familiarity with Ellevation’s systems (Salesforce, Churnzero, Zendesk, Chilipiper, FormAssembly & Sisense)
Within 3 months, you will:
Develop cross-functional relationships with PSO leadership and team members and begin uncovering areas for improvement
Within 6 months, you will:
Begin implementing process improvements to gain efficiency
Within 12 months, you will:
Become a trusted business partner to the entire PSO team
At Ellevation, we develop world-class software to help educators serve the fastest growing population of K-12 students: English Learners (ELs). Ellevation helps school districts transform their Multilingual Learner programs and ensure all students can achieve their highest aspirations. Our product suite includes a best-in-class data and instructional planning platform, resources to build teacher capacity, and student-facing programs to teach academic language.
We are a fast-growing, mission-driven technology company partnering with over 1,200 school districts and more than 3 million current and former English Learners. Over the next five years, we plan to double the number of ELs we serve and drive measurable outcomes for students. Ellevation merged with Curriculum Associates in 2021 to accelerate impact for Multilingual Learners. Our company continues to operate independently and is well-capitalized to support our ambitious social and financial objectives.
In addition to our great benefits and competitive salaries, here are some things that make us unique:
+ Mission-driven organization where team members are empowered to make a significant impact
+ Opportunities to join DEIB-focused groups and support building a culture of belonging
+ Professional development and growth opportunities
+ Company and team offsites in various cities across the United States
+ Collaborative workspace in the heart of Boston - a stone's throw from many central T stops (Downtown Crossing, Government Center, and Aquarium). Free snacks, beverages, and local organic fruit provided
+ Remote and in-person engagement opportunities, including happy hours, themed events, and competitions
+ Remote and in-person wellness programming to support team’s mental and physical wellbeing
Learn more about our team in our Culture Deck.
Here at Ellevation, we champion diversity, inclusion, equity, and belonging. We strive to build a team that reflects the diverse communities we serve. We are committed to creating an inclusive workplace that promotes and values a range of ideas and opinions.
We believe in building a culture where productivity can flourish, one that is empathetic, respectful, and inclusive. We are proud to have been recognized in prior years as “Best Tech Workplace for Diversity” by the Timmy Awards for investing in training around inclusive behaviors, microaggressions, unconscious bias, and fostering a culture of continuous learning and feedback across the company. We are encouraged by our progress, but there’s more work to be done.
Benefits – Benefits eligible employees (and qualifying dependents) are covered by medical, dental, vision, and basic life insurance. Employees can enroll in our company’s 401(k) retirement plan and receive an employer match up to 7%. Employees have access to flexible paid time off for vacations, sick and disability policy, additional 10 paid company holidays, 2 floating holidays and a winter office closure between Christmas and New Year's. In addition, we provide a generous parental leave benefit, back-up childcare or eldercare, and a variety of other perks to support the health and well-being of our employees.
Additional Information: Ellevation operates under Curriculum Associates, LLC, an Equal Opportunity Employer. Curriculum Associates, LLC will not discriminate against any employee or applicant for employment because of race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. Curriculum Associates, LLC will grant employment, without regard to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. Such action shall include, but not be limited to, the following: employment, upgrading, demotion, transfer, recruitment or recruitment advertising, layoff or termination, rates of pay or other forms of compensation.
Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visitwww.uscis.gov/e-verify.
Information that you provide when applying for employment with Curriculum Associates, LLC may be subject to the California Privacy Rights Act. Clickhere for more information about our data-collection practices and your rights related to that data.