At a Glance
- Tasks: Manage and optimise Power BI reporting and Customer Success CRM for impactful insights.
- Company: Dynamic company focused on customer success and data-driven decisions.
- Benefits: Opportunities for progression, competitive salary, and a collaborative work environment.
- Other info: Join a vibrant team with excellent career growth potential.
- Why this job: Make a real difference by enhancing customer success through data analysis and reporting.
- Qualifications: Proficient in Power BI and CRM systems, with strong analytical skills.
The predicted salary is between 50000 - 60000 £ per year.
Role Summary
You are responsible for managing and optimising our Power BI reporting suite and our Customer Success CRM/CSP (Planhat) to deliver high-quality reporting to support the Customer Success, Operations, and Enablement teams. You will own the creation, maintenance, and continuous improvement of reporting frameworks, ensuring stakeholders have clear visibility of performance across key metrics such as retention, churn, expansion, and activity. Working both independently and collaboratively, you will manage multiple priorities, support cross-functional initiatives, and ensure data accuracy and consistency across systems.
Required Skills
- High level of competence with Power BI (essential)
- Strong experience managing and working within CRM systems (ideally Planhat)
- Experience building and maintaining dashboards and automated reporting
- Strong data manipulation and analysis skills
- High attention to detail and data accuracy
- Experience supporting SaaS Customer Success metrics such as churn, retention, NRR and expansion
- Ability to translate data into clear, actionable insights
- Strong stakeholder management and communication skills
- Self-organisation and time management
Areas of Responsibility
CRM & Systems Management
- Own and manage the Customer Success CSP (Planhat), ensuring data integrity and usability
- Maintain data structures, fields, and workflows to support CS processes
- Identify and resolve data gaps and inconsistencies
- Support system improvements and new feature rollouts
Reporting & Analytics
- Build, maintain, and continuously improve Power BI dashboards and reporting suites
- Produce regular and ad-hoc reporting for Customer Success leadership
- Ensure consistent definitions and tracking of key metrics (churn, retention, expansion, activity)
- Deliver insight-driven analysis to support decision-making
Operations & Enablement Support
- Support the Operations and Enablement teams with reporting, data, and process improvements
- Help define and track KPIs across the Customer Success function
- Enable teams with the data and tools required to improve performance
- Assist with onboarding new processes, tools, and reporting frameworks
Cross-Functional Collaboration
- Work closely with Customer Success, Sales, Marketing, Finance, and Internal Systems to ensure data alignment across the business
- Act as a key point of contact for reporting and CRM-related queries
- Support wider business initiatives requiring Customer Success data
Self-Management
- Manage multiple priorities and deadlines effectively
- Work independently while maintaining strong collaboration across teams
- Continuously identify opportunities to improve reporting, systems, and processes
Customer Success Operations Manager in Portsmouth employer: Lead Forensics
As a Customer Success Operations Manager, you will thrive in a dynamic work environment that prioritises employee growth and development. Our company fosters a collaborative culture where innovation is encouraged, and you will have access to comprehensive training and progression opportunities, particularly in the exciting field of data analytics and customer success. Located in a vibrant area, we offer unique advantages such as flexible working arrangements and a strong commitment to work-life balance, making us an excellent employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations Manager in Portsmouth
✨Get to Grips with Data Visualisation Tools
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✨Join Local Business Intelligence Meetups
Look for local business intelligence meetups or analytics conferences in your area. These events are not just great for learning but also for networking with industry professionals who could lead you to opportunities at companies like Lead Forensics!
✨Engage with Online BI Communities
Join online forums or communities focused on business intelligence—think LinkedIn groups, Reddit threads, or even dedicated Slack channels. Engage actively by sharing your insights and asking questions; this can help you build visibility and connect with potential employers.
✨Leverage Your University’s Career Support
If you're a recent graduate, definitely tap into your university's career services. Many have connections with companies in need of full-time BI specialists, and they can guide you on how to pitch yourself effectively—don't miss out on that!
We think you need these skills to ace Customer Success Operations Manager in Portsmouth
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Lead Forensics, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
Include Relevant Certifications:Certifications like Google Data Analytics or similar qualifications can really make you stand out in business intelligence. Include these in your application, as they demonstrate your commitment to the field and your willingness to stay current with industry standards.
How to prepare for a job interview at Lead Forensics
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
✨Practice your technical know-how
Expect some technical questions during the interview that dive deep into your understanding of data modelling and analytics frameworks. Brush up on your knowledge of data warehousing concepts and be ready to tackle any real case scenarios they might present. They’ll want to see how you approach problems using your BI toolkit.
✨Portfolio of Projects
Since it's a full-time role, having a strong portfolio is key! Compile case studies demonstrating your previous projects, preferably showing how your insights led to business improvements. This can help us display how you think through complex datasets and your problem-solving process, which is what employers are keen on seeing.
✨Know their business model
Get familiar with Lead Forensics’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
