Operations Analyst

| Austin
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Overview

At Khoros, our passion is to help the world’s best brands create customers for life. We build products we’re proud of, and we’re passionate about customer success. As part of the Vista Equity family, you’ll receive best in class development opportunities and the ability to work with customers like Samsung, HP, Sony and Visa.

The Khoros engagement platform comprises Online Community, Social Media Management and Messaging products for social customer service, social support and social media marketing teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy. 

The best Fortune 1000 companies in the world trust Khoros to help them build closer, more personalized and trusted relationships with their customers. Some of our clients: HP, Samsung, and LiveNation (to name a few). We are a Vista Equity Partners portfolio company, growing fast and adding new products to our platform organically and inorganically.

Responsibilities

As an Operations Analyst, you will be responsible for governing KPIs, creating reports, and suggesting ways Khoros’ Professional Services (PS) organization can optimize processes and systems. You’ll have an opportunity to work with PS leadership and interact with various teams across the organization (PMO, Finance, Procurement, PCO, Customer Success, etc.). This is an excellent opportunity for someone looking to learn the inside scoop on how a thriving SaaS company manages the Services arm of our business!

The Operations Analyst is detail-oriented, organized, proactive, and articulate. An ideal candidate is interested in developing their skills in business analysis, reporting, and workforce management, as well as performing basic Salesforce administration. They are not afraid to challenge the way something is done, and enjoy opportunities to drive change.

Responsibilities:

  • Create, update, and maintain Salesforce reports in order to track KPIs and report on the health of the business, and ensure appropriate action plans are completed to improve KPIs where needed
  • Follow-up with resources to ensure they are completing required tasks and ensure data integrity across systems
  • Perform basic administration of FinancialForce user data for employees and partners within the Services department
  • Support the PMO to help coordinate resource planning in an Agile environment
  • Work with the Operations Director and cross-functional teams to define and implement process and system improvements that support the global team
  • Troubleshoot or redirect Services employee questions regarding a wide variety of subjects such as staffing and assignments, time entry, project set-up, and reporting

Qualifications

Skills & Experience:

  • Strong business analysis & problem solving skills, and an ability to trace problems through multiple steps to identify solutions
  • Ability to focus energy on bigger-picture outcomes & make meaningful recommendations and actions based off of data
  • A friendly demeanor and strong interpersonal skills, with a genuine appreciation for diverse perspectives and the well-being of your teammates
  • Excellent verbal and written communication skills
  • Accountable self-starter with the ability to problem-solve and work in a fast-paced environment
  • Skilled at using Excel/Sheets

 

Bonus Qualifications:

  • Experience with SalesForce, or Professional Services Automation (PSA) software such as FinancialForce or a similar tool is a plus, but is not required
  • Experience with a Business Intelligence system such as DOMO or a similar tool is a plus, but is not required
  • Basic experience with or understanding of the SaaS business model

 

This role is budgeted in the $66 - $77K OTE range. Salary will ultimately be based on a candidate’s experience and external market factors.

 

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Location

Khoros’ headquarters is in Northwest Austin. As a flex-first company, we offer our employees the flexibility to work remotely, in-office, or a combination of the two.

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