HealthEdge

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. HealthEdge is a company focused on improving customer success through data and operational excellence. The Lead Customer Success Operations Analyst will shape the future of Customer Success by leveraging AI and analytics to enhance customer growth management and retention. This role involves strategic leadership, project ownership, and collaboration with cross-functional teams to optimize processes and deliver a best-in-class customer experience. Responsibilities • 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. • 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. • 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. • 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. Skills • 5 or more years of related work experience, with Customer Success and/or Healthcare experience preferred. • 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. Education Requirements • Bachelor's degree in a relevant discipline or related field. Company Overview • HealthEdge Software offers benefits administration and care management software solutions. It was founded in 2004, and is headquartered in Burlington, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.healthedge.com.