Success Operations Senior Analyst

Boston | Norwalk

As the world’s leading provider of cloud-based software and technology solutions delivered by managed service providers (MSPs), Datto believes there is no limit to what small and medium businesses can achieve with the right technology. Datto offers Unified Continuity, Networking, and Business Management solutions and has created a one-of-a-kind ecosystem of MSP partners. These partners provide Datto solutions to over one million businesses across the globe. Since its founding in 2007, Datto continues to win awards each year for its rapid growth, product excellence, superior technical support, and for fostering an outstanding workplace. With headquarters in Norwalk, Connecticut, Datto has global offices in the United Kingdom, Netherlands, Denmark, Germany, Canada, Australia, China, and Singapore. Learn more at datto.com.

Job Summary:

This is an exciting time to join Datto as part of a high-performing, fast-paced team that is directly accountable for the partner experience.  As a member of Success Operations, you will be engaged in highly strategic and analytical initiatives that enable our global Success and Services teams with insights to scale & grow with our customers.

You should be tech-savvy, comfortable with data, and have a structured, analytical mindset. You should also have experience building reports leveraging a wide array of historical and forward-facing metrics to help drive key decisions across Customer Experience (CX) and be comfortable working with enterprise platforms such as Salesforce, Tableau and Gainsight.  You will be expected to learn how the Partner Success, Services and Sales organizations work, their impact on partners and the rest of the company. 

Ultimately, this opportunity will challenge you to build skills across multiple projects in strategy and operations, as well as stretch your abilities to work in an agile environment with cross-functional teams.  You will be someone who deeply cares about the success of your teammates and our partners, and be bold enough to lean-in and apply critical thinking and data analysis to solve problems.  

Does This Describe You:

  • Eager to learn, analytical, critical thinker
  • Thrives on new challenges and helping to build meaningful solutions amidst ambiguity
  • Results-oriented, bias for action
  • Personable, team-oriented
  • Loves tinkering with data, reports and tools

A Look Inside the Job:

  • Enable global Partner Success and Services teams with key strategic insights, ad-hoc and ongoing analysis
  • Provide direct analytical & operational support to Partner Success & Services leadership and teams
  • Build and maintain ongoing strategic analysis & report-based deliverables (e.g., success metrics & forecasting models, coverage modeling, heal desk case evaluation)
  • Develop dashboards and ad-hoc reports across multiple platforms/formats (e.g., Salesforce, Gainsight, Tableau, Excel) to accelerate key initiatives 
  • Develop a strong understanding of Datto's most significant contributors to customer health, including sources of risk/churn and their financial impact
  • Contribute to ad-hoc analytical needs of CX business transformation initiatives
  • Work with complex data sets ranging from customer master, product subscriptions, contracts to financial metrics
  • Assist with process re-engineering and operational transformation efforts
  • Identify and implement methods to improve efficiency in data integrity, data retrieval, and utilization
  • Support the quarterly metrics process, including developing dashboards that create transparency and motivation around team goals
  • Support the Global Partner Operations team in executing strategic initiatives/projects across departments

About You:

  • Bachelor's degree, preferably in Finance, Accounting, Engineering, Mathematics, Economics
  • 1-3 years experience in Customer Success, Sales Operations, Marketing Operations, Business Operations or an Analytics role (e.g., Consulting, Financial Services, Investment Banking, Data Science) 
  • Affinity for technology, data, and process
  • Experience with data manipulation, analysis, and reporting across a CRM or data warehouse
  • Proficiency in SQL and ability to analyze data and develop logical recommendations 
  • Skilled in Salesforce, Powerpoint/Google Slides, and Excel/Google Sheets
  • Passionate about finding the “story” in the data, and communicating insights and opportunities to senior stakeholders
  • Thrives as part of a growing organization with rapidly changing capabilities and requirements
  • Adaptable and able to solve issues with little to no definition or process
  • Strong oral and written communication skills with acute attention to detail
  • Collaborative team player
  • Creative and critical thinking skills
  • Tableau or other BI software proficiency nice to have
  • Fun and entrepreneurial mindset required
  • “Can do” attitude
  • Willingness to travel to other Datto offices as needed, ~10%

Strongly Preferred:

  • Experience in a Customer Success Operations, Sales Operations, or Business Operations role
    -OR-
  • Prior experience in consulting, financial analysis, or investment banking
  • Salesforce certification a plus, willingness to work toward relevant systems certifications if not already received
Benefits:

At Datto, we’re committed to cultivating a healthy, positive and growth enabling environment. We are proud of our wide ranging benefits package which is available to all full-time employees, including:
  • “Datto University” virtual on-boarding program
  • Employee Assistance Program
  • LinkedIn Learning
  • Headspace App
  • Generous paid paternal leave
  • A dynamic and socially active work culture, including Employee Resource Groups
  • Networking and career development opportunities
Note: We are looking only for candidates willing to join us directly as W2 employees (No 3rd party candidates)
 
By submitting an application, you acknowledge we will process your data in order to consider you for the position you apply for and for other open positions within our company for which you may be suited. We collect and store your data in accordance with our Recruiting Privacy Practices.

Datto is an equal opportunity employer.

Success Operations Senior Analyst

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