kraken123 - Kraken - Customer Success Operations Analyst

• Lead agile projects to launch new tools, dashboards, and workflows. From scoping to adoption, you’ll make sure we have what the team needs in place. • Develop the set-up and usage of our client management tooling and act as the business owner for core CS tools (e.g. HubSpot, Pylon, Lightdash). You’ll prioritise improvements, shape the roadmap, and drive adoption across teams. • Establish automated reporting, integrated into our current systems, to enable Customer Success to understand performance and deliver data-driven advice and strategies internally and with clients. • Run workshops with Customer Success teams to understand the needs and pain points for the team and their clients, then translate them into practical tooling and process improvements. • Create client ready content for launching new initiatives • Support the growth and scaling of the Customer Success Practice across Kraken, establishing and documenting best practice in our playbook. • Develop deep partnerships with teams across Kraken to align ways of working and integrate systems. • Operations: An understanding of how business operations supports customer success and organisational scaling • Analytical skills: Experience creating dashboards and drawing insight from them. Ability to write simple SQL queries. • Tooling: Experience implementing enterprise CRM and service support tooling • Project delivery skills: Experience running agile projects using tools like Asana (or similar) • Stakeholder management: Confident in managing both internal and external stakeholders and can communicate clearly and concisely at a senior level. • Confident operating across functional teams including sales, marketing and delivery. • Experience in SaaS software Customer Success (desired but not required) • In-office - If not designated as remote, commitment to being in a regional office (or with clients/ team members in person) 2 or more days per week. • If this sounds like you then we'd love to hear from you! • Kraken is a certified Great Place to Work in France, Germany, Spain, Japan, Australia, and USA. In the UK we are one of the Best Workplaces on Glassdoor with a score of 4.5. Check out our Welcome to the Jungle site (FR/EN) to learn more about our teams and culture. • Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. If you have any specific accommodations or a unique preference, please contact us at [email protected] and we'll do what we can to customise your interview process for comfort and maximum magic!