Strategy & Operations Analyst

Who you are

• We're looking for someone who meets the minimum requirements to be considered for the role
• If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement
• 5-6 years of operations experience in a software solutions or technology company
• 3+ years working with a GTM or Sales organization
• Data Analytics (SQL, creating/running complex queries and building dashboards)
• Business and operational SLA reporting
• Communicate clearly, proactively, and concisely
• Self-starter and comfortable dealing with ambiguity
• Tableau or SFDC report development experience
• Experience as a User and Report developer in SFDC

What the job involves

• The Customer Success (CS) team oversees the post-sales lifecycle for Stripe users, helping them realise the full value of their investment in Stripe
• CSMs drive user success, increase retention and expansion, and support mutually beneficial renewals. Few teams have such a direct impact on Stripe’s growth
• The CS Strategy and Operations (S&O) team shapes how Customer Success operates at Stripe, providing strategic and operational partnership to CS leadership
• The team runs and improves both the function’s day-to-day operating model, from leadership forums and territory and compensation design to the systems and cadences that enable execution, and its long-term direction
• In this analyst role, you will help the team scale by surfacing insights for leaders, automating processes, building dashboards, and driving run-the-business operations
• You will translate CS priorities into actionable plans, lead cross-functional initiatives, and build the operating mechanisms that help teams make better decisions, execute consistently, and scale effectively
• The near-term focus of this role is to strengthen the operational foundations of Stripe’s Customer Success business
• You will work on projects spanning process design, business cadences, systems, reporting and territory management, helping the team operate effectively as it scales
• As an analyst, you will turn data into actionable insights, measure and forecast business performance, and build dashboards that enable better decision-making
• You will also identify opportunities to improve how the team works and partner across functions to design and implement scalable solutions
• Partner cross-functionally to identify, analyse and resolve systems and operational challenges
• Investigate system performance, operational workflows and underlying process issues
• Measure and forecast business performance, surfacing insights and recommendations to CS leadership
• Develop and maintain dashboards and reports that meet key business and leadership requirements
• Manage CSM territories and support improvements to territory design and planning
• Design and improve business processes using data and operational insights
• Define, track and report on annual and quarterly objectives and key results (OKRs)
• Prepare clear, decision-focused materials for quarterly business reviews (QBRs) and other leadership forums

Benefits

• Gym membership
• Food provided in the office
• Unlimited paid time off policy
• Work from home opportunities
• Comprehensive mental, physical and medical health plans
• Fertility benefits and parental leave