CS Operations Analyst

The CS Operations Analyst is a critical function responsible for driving efficiency and data-informed strategy within Alida's Customer Success organization. This role serves as the nexus between customer data, business insights, and operational workflows.

Job Description

• Extract and analyze customer research programs and Alida platform data 
• Interpret data to identify trends and make recommendations based on the insights gathered
• Have a high attention to detail for creating and populating customer-ready reports and presentation templates
• Closely collaborate with stakeholders across the global Alida organization with a focus on the Customer Success and Customer Experience organization
• Become proficient in Alida's product suite, client-specific use cases, and industry best practices
• Improve workflows within the CX Operations team which may include data analysis methodologies, presentation templates, and workflow enhancements
• Coordinate ad-hoc projects by understanding scope of work, breaking down tasks, setting/prioritizing deadlines, and communicating delivery progress to stakeholders

Qualifications

• Comfortable working both in an agile environment and/or with strong processes in place depending on the needs of the business
• Advanced skills with Excel/Google Sheets is required (complex formulas, charting, pivot tables), along with basic proficiency with statistics and data analysis
• Experience with Zendesk, Salesforce, AI tools, and business intelligence tools would be an asset
• Growth mindset is a must: being proactive and eager to learn emerging and new technologies and skills while approaching challenges as opportunities for growth, and setbacks as valuable learning experiences
• Minimum of 2+ years in equivalent or similar roles

• This is a hybrid role intended to work on the overnight shift, following Eastern time, 10pm-7am

The Good Stuff:

• Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
• Best-in-class company paid benefits for you and your family
• Recognized as one of the Best Workplaces in British Columbia for 2024 by Great Place to Work
• Recognized in 2023 as one of the Best Workplaces for Women 
• Recognized as a Top Employer by British Columbia's Top Employers 2023

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That's why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida's community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at 

We can't wait to meet you

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we're dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

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Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact [email protected] so that arrangements can be made for the appropriate accommodations to be in place.

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