Customer Operations Analyst

Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.

Position Summary

Reporting to the Customer Experience Vice President, the Customer Operations Analyst will be a proactive, independent thinker with strong communication and interpersonal skills. The candidate will provide operational, financial, and strategic support to senior management including preparing presentations, project financials, project resource analysis, operational efficiencies, standardize reporting and other projects requested by senior management. This function acts as the analytical engine of the Customer Experience team to provide insights and support business decision making.  This position will work closely with the leadership across the company in their role and as such, requires excellent communication and collaboration skills. 

Responsibilities include:

• Prepare and update project financial forecast to compare what was sold vs invoiced.
• Standardize customer facing reporting for weekly, monthly, and quarterly reviews.
• Make recommendations on process and operational improvements.
• Assist team with reporting and analysis needed for internal and external purposes.
• Assist and support the quote to cash process improvement initiative with solid understanding of SLAs, Service Contracts, Sales Orders, customer invoicing and operational reporting.
• Perform industry research and provide management with periodic reporting on the industry participants, trends, and recent developments.
• Design, create, and/or customize models using Excel or Power BI to assist management in understanding the impacts of key drivers of the business.  Prepare read outs in PowerPoint or appropriate format.
• Look for ways to utilize current applications or tools to improve productivity or remove/reduce manual work efforts.
• Act as subject matter expert on systems and applications the team utilizes that may include but not limited to Salesforce, ServiceNow, Oracle and Power BI, with ability to design ad hoc reports and teach others.
• Other projects as assigned.

Qualifications:

Education: Bachelor’s or Higher Degree

Experience:  Combination of finance, operational and customer support experience in an analyst capacity and worked on process/system improvements across multiple departments.

KNOWLEDGES, SKILLS AND ABILITIES:

• Strong computer skills with advanced knowledge of Excel (including complex formulas, V/Hookup, pivot tables, etc.).
• Proven strength in analytical and reasoning skills with the ability to quickly grasp complex business concepts.
• Ability to manage projects in a fast-paced environment and flexibility to work hours needed to meet deadlines.
• Ability to coach and train teammates on system or process enhancements and financial reporting/impacts/SLAs.
• Systems experience with Oracle (or similar ERP), Salesforce (or similar CRM) and ServiceNow (or similar workflow management tool) and project management application.
• Excellent communication skills with a customer service focus.  Strong interpersonal skills with an ability to work with executives, customers and partners across all levels of the organization.
• Energetic self-starter that can work both independently and, in a team-oriented environment.
• Goal driven, and results orientated. A desire to go above and beyond to get the job done.