SOCi - Revenue Operations Analyst
Requirements
• 2+ years of experience in Revenue Operations, Sales Operations, Customer Success Operations, Business Operations, or a related analytical/operational role. • Strong Salesforce experience with an advanced understanding of reports and dashboards. • advanced understanding of reports and dashboards • Experience working with CRM data and translating business requirements into reporting or operational solutions. • Strong analytical skills with the ability to investigate data, identify trends, and communicate findings clearly. • Strong project and process management skills with the ability to manage work from intake through completion. • Excellent attention to detail and commitment to data accuracy and quality assurance. • Strong written and verbal communication skills. • Demonstrated ability to work effectively with stakeholders across multiple departments. • Ability to prioritize competing requests and operate effectively in a fast-paced environment. • Comfortable identifying problems, recommending solutions, and taking ownership through resolution. • Experience supporting a SaaS or recurring-revenue business. • Experience supporting Customer Success operations and customer lifecycle processes. • Experience with Clari or similar revenue intelligence/forecasting platforms. • Clari • Experience with ticketing or case-management workflows. • Experience working with customer cancellation, offboarding, billing, or renewal processes. • Experience with data visualization or business intelligence tools. • Familiarity with revenue metrics including ARR, churn, retention, renewals, pipeline, and forecast reporting. • Experience identifying opportunities for workflow automation and operational scale. • SOCi expects to pay a base salary in the range of $60,000 to 80,000 CAD base salary. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training. • What SOCi Provides to You • Comprehensive Benefits Package (full-time permanent, non-contract roles only) • (full-time permanent, non-contract roles only) • Health insurance plans, dental, and vision • Wellness incentives • 401(k) plan with employer match • Flexible Work Environment (full-time, non-contract roles only) • (full-time, non-contract roles only) • Flexible paid time off • Quarterly wellness days • Unique employee engagement programs • Empowering Career Growth and Success • What’s Important at SOCi • Led by a team of industry experts, SOCi is leading the pack in agentic marketing for multi-location brands. Our passionate team of SOCialites work from home around the globe!Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.
Responsibilities
• Revenue Operations Queue Management • Own the day-to-day management of the Revenue Operations request queue. • Review and triage incoming cases, determine priority and appropriate ownership, and route requests to the correct Revenue Operations team member or functional owner. • Manage assigned cases from intake through resolution, ensuring timely communication and appropriate follow-up with stakeholders. • Monitor queue health, aging, volume, and resolution times to ensure requests are addressed within established service-level expectations. • Identify recurring requests and issues that may indicate opportunities for process improvement, automation, documentation, or enablement. • Maintain clear documentation of case resolutions and operational changes. • Customer Success Operations • Serve as a primary Revenue Operations point of contact and operational partner for the Customer Success organization. • Partner with Customer Success leaders and team members to understand business requirements and translate them into scalable processes, reporting, and system improvements. • Support changes and enhancements to Salesforce and other Revenue Operations tools used by Customer Success. • Partner closely with Customer Success Enablement to ensure alignment and understanding of processes, tools, documentation, and enablement assets impacted by operational changes. • Help document and standardize Customer Success operational processes and identify opportunities to improve efficiency and scalability. • Support testing and quality assurance for system, workflow, and process changes before deployment. • Cancellation & Offboarding Operations • Manage and oversee the end-to-end customer cancellation process. • Coordinate across Customer Success, Implementation/Offboarding, Billing, Finance, and other stakeholders to ensure cancellations are processed accurately and on time. • Perform quality assurance throughout the cancellation process to ensure required information is complete, systems are updated appropriately, and downstream teams receive the information they need. • Identify and resolve discrepancies or process gaps that could impact customer offboarding, billing, reporting, or revenue data. • Maintain documentation and controls to ensure a consistent and auditable cancellation process. • Analyze cancellation trends and surface insights or recurring operational issues to Revenue Operations and Customer Success leadership. • Reporting & Analytics • Develop and maintain Salesforce reports and dashboards supporting Sales, Customer Success, Marketing, and Revenue Operations. • Sales, Customer Success, Marketing, and Revenue Operations • Partner with business stakeholders to understand reporting requirements and translate them into accurate, actionable reporting. • Provide Clari and CAP reporting to Customer Success leadership as needed. • Clari and CAP reporting • Build recurring and ad hoc reporting to support leadership decision-making and operational reviews. • Perform quality assurance and validation of reporting to ensure data accuracy and consistency. • Investigate discrepancies across Salesforce and other revenue systems and partner with appropriate teams to resolve data issues. • Help establish consistent definitions and reporting methodologies for key revenue and customer metrics. • Salesforce & Data Management • Serve as a Salesforce reporting subject matter expert within Revenue Operations. • Build and maintain advanced Salesforce reports, dashboards, report types, filters, formulas, and related reporting solutions. • Support data quality initiatives by identifying incomplete, inconsistent, or inaccurate CRM data. • Partner with Revenue Operations and system administrators to recommend improvements to Salesforce fields, workflows, processes, and reporting structures. • Assist with user acceptance testing and quality assurance for Salesforce enhancements. • Help maintain documentation related to Salesforce processes, reporting definitions, and operational workflows. • Process Improvement & Operational Excellence • Identify opportunities to streamline manual processes and improve operational efficiency. • Document current-state and future-state processes, requirements, and standard operating procedures. • Partner cross-functionally to implement process improvements and measure their effectiveness. • Look for opportunities to reduce repetitive requests through automation, self-service reporting, documentation, and enablement. • Maintain strong attention to detail while balancing multiple requests, projects, and priorities.
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