Business Analyst - Cs Ops

About the job

Key Responsibilities Process Optimization and Best Practices: • Identify inefficiencies in customer-facing processes and implement solutions to reduce time-to-value. • Create and maintain playbooks for handling customer queries and escalations. • Develop, document, and share best practices for running NPS campaigns, customer advocacy programs, nurture, onboarding, QBRs/EBRs etc. • Maintain an up-to-date knowledge base for internal and customer use. • Document FAQs, troubleshooting steps, and operational workflows. Customer Insights and Analytics: • Track key customer metrics by segments (e.g., NPS, churn, engagement, renewals, expansions). • Generate insights from customer data to drive retention, expansion, and upsell opportunities. Support Enablement: • Optimize tools like Hubspot, Zendesk, Intercom, or Freshdesk for customer support workflows. • Liaise with product and engineering teams to resolve customer issues quickly. • Work with marketing on customer education and advocacy programs. Requirements • 2-4 years of experience in problem solving, and applying structured thinking, in a consulting role or in any other analyst/operations roles. • Prior experience in customer success, support, or operations in a B2B SaaS company is a plus, not a requirement. • Strong analytical skills and ability to work with data is a strong requirement for this role. Knowledge of SQL or BI tools for customer data analysis is a plus. • Excellent problem-solving skills, a proactive mindset, and a hands-on approach to challenges. • High attention to detail with the ability to manage multiple priorities in a fast-paced environment. • Good written and verbal communication skills, with the ability to collaborate effectively across teams. • Tech savviness, and comfort with CRM and customer support tools (e.g., Hubspot, Salesforce, Zendesk, Intercom). • Experience with customer engagement platforms like Gainsight is a nice-to-have. Why Join Us? At saasgenie, you become part of a vibrant team where your contributions are valued immensely and directly fuel our collective success.

Requirements

• Problem Solving
• Analytical Skills
• Communication

Qualifications

• 2-4 years experience

Preferred Technologies

• Problem Solving
• Analytical Skills
• Communication

About the company

saasgenie specializes in maximizing the value of SaaS products for our customers, ensuring they derive the best possible benefits from their investments. We are committed to being the premier partner for SaaS companies, dedicated to unlocking the full potential of their products for their customers. Our ethos, “faster, better, and smarter”, reflects our commitment to excellence and faster time to value championing agility, and fostering innovation.