HealthEdge

Compensation

Full Description

Overview Position Overview: The Lead Customer Success Operations Analyst is a strategic and technical leader responsible for shaping the future of Customer Success through data, automation, and operational excellence. This role drives initiatives leveraging AI, systems, and advanced analytics to enhance customer growth management, retention risk, and health. The Analyst ensures the Customer Success Organization (CSO) scales effectively and represents customers and the CSO team in technical initiatives across HealthEdge. This role is a key contributor to our Customer Success strategy, working directly with the Customer Success team and cross-functional business management. The role involves creating and administering analytics toolsets, managing data integrity, driving process improvements, and facilitating operational efficiency to optimize sales and deliver a best-in-class customer experience. This individual ensures strategic alignment with departments such as Sales, Marketing, and Product Development to drive a unified customer success strategy. The role requires someone who is organized, process-oriented, data-driven, eager to learn, and able to execute quickly. The Lead Customer Success Operations Analyst is a highly autonomous role that will report to the Sr. Director of Customer Success. Additionally, this team lead role oversees the execution of more junior analyst work, collaboratively ensuring alignment with goals, timelines and quality standards while helping them grow professionally. About Commercial Excellence: The HealthEdge Commercial Excellence function includes Sales, Customer Success, and Marketing. These three organizations, combined as the Commercial Excellence function, are responsible for meeting the business’s annual and long-term financial objectives, ensuring ongoing customer satisfaction, and increasing HealthEdge brand awareness and market visibility. Your Impact: Strategic Leadership and Project Ownership Plan, deliver, and manage Customer Success projects and programs, such as sales campaigns, solution deployments, OKR deliverables, and other strategic initiatives. This may include multi-team efforts. Provide informal leadership by leading multi-team or cross-functional team efforts linked to strategic KPIs for CS Operations. Provide direction and mentorship to operations/systems analysts, helping to drive their development and success as well as the integrity of their work, translating strategic objectives into actionable tasks and reporting progress for the team. Collaborate with subject matter experts to collect and define business requirements and translate them into technical solutions that drive strategic goals. Identify, create, and launch scalable AI-driven solutions to optimize system/process delivery and outcomes. Thoughtfully manage change through training users and promoting adoption. Measure outcomes of initiatives. Reporting & Analysis: Use available tools and the expertise of SMEs across the company to direct, design and implement business informatics solutions that bring together customer insights from across all corporate products and functions, giving employees the information needed to effectively manage customer opportunity and risk. Leverage AI-powered analytics to uncover trends and drive data-informed decisions. Analyze data and identify actionable insights and trends from large datasets that span teams and data sources. Lead the execution of complex, ad hoc analyses and reporting projects, translating urgent business questions into data-driven insights that inform senior leadership decisions and strategic initiatives. Contribute insights to senior leadership and the Board of Directors through written and verbal deliverables. Process Improvements: Advise Customer Success & business leaders on opportunities to be a more digital, scalable & data-driven company. Champion the use of AI and automation to improve operational scalability and customer engagement. Represent Customer Success perspectives to the Commercial Excellence team, the business BI teams and the IT team in process and technical initiatives. Systems Management: Use available tools and the expertise of SMEs across the company to direct the creation and implementation of business informatics solutions that bring together customer insights from across all corporate products and functions, giving employees the information needed to effectively manage customer opportunity and risk. Leverage AI-powered analytics to uncover trends and drive data-informed decisions. Analyze data and identify actionable insights and trends from large datasets that span teams and data sources. Lead the execution of complex, ad hoc analyses and reporting projects, translating urgent business questions into data-driven insights that inform senior leadership decisions and strategic initiatives. Contribute insights to senior leadership and the Board of Directors through written and verbal deliverables. What You Bring: 5 or more years of related work experience, with Customer Success and/or Healthcare experience preferred. Bachelor's degree in a relevant discipline or related field. Experience mentoring junior analysts and leading cross-functional initiatives is highly valued. Strategic ownership and deep expertise in leveraging Customer Success analytical and business intelligence tools (e.g., Salesforce, Gainsight, Tableau, Power BI) to design and implement a comprehensive reporting and dashboarding strategy that drives key business decisions and operational efficiency. Gainsight system administration certification is ideal. Advanced experience with data integration fundamentals, including experience using Python and SQL. Proven ability to influence and collaborate with cross-functional leaders across the enterprise. Ability to facilitate a cross-functional team of technical and business SMEs to extract and refine business requirements and translate them into system and business informatics solutions. Demonstrated ability to explain multi-step processes and functional technologies; ability to deliver user training. Demonstrated ability to work with and present to senior management to advise them on data insights. Project management skills needed to manage projects that span functions and customers. Ability to collate data into easy-to-understand, actionable insights and communicate them in MS PowerPoint. Independent problem solver who makes well-thought-out decisions on complex or ambiguous data issues HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers. Geographic Responsibility: While HealthEdge is located in Boston, MA you may live anywhere in the US Type of Employment: Full-time, permanent Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job: The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work across multiple time zones in a hybrid or remote work environment. Long periods of time sitting and/or standing in front of a computer using video technology. May require travel dependent on company needs. The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check. HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities. #LI-Remote