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- Tasks: Lead projects to enhance customer success tools and processes for Kraken's growth.
- Company: Join a pioneering company at the forefront of the crypto revolution.
- Benefits: Flexible work options, competitive pay, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and scalability.
- Why this job: Be part of a dynamic team driving impactful change in customer success.
- Qualifications: Analytical mindset, project management skills, and experience with CRM tools.
The predicted salary is between 45000 - 55000 £ per year.
As a Customer Success Operations analyst, you'll be part of the Customer Success Beehive (operations team), working to scale customer success for the future of Kraken. This role is a chance to join customer success at a pivotal point in our Kraken growth journey. This role will be at the heart of scaling customer success, putting in place the systems, data, tools and processes needed to turbo‑charge Kraken Customer Success, drive exceptional client outcomes and operational efficiency. The role partners closely with Delivery, Sales, Product, Engineering, Finance, Client Value, and the entire Customer Success organization. You'll be a key part of the team helping make Customer Success more scalable, data‑driven, and business‑aligned as we expand globally.
Responsibilities
- 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.
Qualifications & Requirements
- 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.
Customer Success Operations Analyst employer: Kraken Technologies
Contact Detail:
Kraken Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Operations Analyst
✨Tip Number 1
Network like a pro! Reach out to folks in the Customer Success field on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to customer success operations. We suggest role-playing with a friend or using mock interview platforms to boost your confidence and get feedback.
✨Tip Number 3
Showcase your analytical skills! Bring examples of dashboards or reports you've created in the past to the interview. We want to see how you can turn data into actionable insights that drive success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our Customer Success Beehive!
We think you need these skills to ace Customer Success Operations Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Success Operations Analyst role. Highlight any relevant projects or tools you've worked with, especially those related to customer success and operations.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer success and how you can contribute to our team. Share specific examples of how you've driven operational efficiency or improved client outcomes in previous roles.
Showcase Your Analytical Skills: Since this role involves data-driven decision-making, be sure to mention any experience you have with creating dashboards or using SQL. We want to see how you can turn data into actionable insights for our customers.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves and you can easily keep track of your application status!
How to prepare for a job interview at Kraken Technologies
✨Know Your Tools
Familiarise yourself with the core customer success tools mentioned in the job description, like HubSpot and Pylon. Be ready to discuss how you've used similar tools in the past and how you can drive their adoption across teams.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical skills by discussing any dashboards you've created or insights you've drawn from data. If you have experience with SQL, be ready to share examples of simple queries you've written and how they impacted decision-making.
✨Project Management Experience
Highlight your experience running agile projects. Bring examples of how you've scoped projects, managed timelines, and ensured successful adoption of new tools or processes. Mention any specific project management tools you've used, like Asana.
✨Understand Stakeholder Management
Be prepared to talk about your experience managing stakeholders. Think of examples where you've communicated effectively with both internal teams and external clients, especially at a senior level. This will show that you can navigate the complexities of cross-functional collaboration.