customer success Operations analystArcadis (formerly Hyder Consulting)

Our Purpose
Arcadis Gen is the new SaaS business from Arcadis, backed by a €3bn+ revenue, 27,000-person, 70-country, 130-year-old company. We are bold, dynamic, and disruptive, revolutionizing the future of digital asset management through our 250+ colleagues in over 10 countries worldwide. Gen has one purpose: to unlock the power of data for a more sustainable, efficient, and resilient world. The world is rapidly changing, and the potential of boundless data and transformative technologies brings countless challenges. And no-one is meeting these challenges quite like we are. Our customers want digital solutions that will optimize their businesses - for better performance, reliability, and improved quality of life for everyone. And that is what we do.
The Opportunity
The Customer Success (CS) Operations Analyst is a new role within Gen's Customer Experience Domain, which focuses on our reporting and governance. You will have an important role to play, as you will work directly with our CX leadership team to drive improvements in the effectiveness and efficiency of our Customer Success and Service Management teams. With a unique mix of operational and customer focus, the CS Operations Analyst role provides a fantastic platform for growth and development within Gen.Your Responsibilities:
Support the CX leadership team:
by ensuring domain alignment with Gen's defined processes and procedures
by driving consistency and improved governance of time recording to ensure domain targets are met
by measuring and tracking performance against our domain OKRs and key metrics
by leveraging data across our primary systems (HubSpot, Jira, Zendesk) to provide reports and/or dashboards to track our activities and understand what's going well or opportunities for improvement
with the monthly in-life folio governance reviews through the provision of financial, commercial and delivery-based data to facilitate action and decision making
by researching market best practices and proposing recommendations which result in continuous improvement initiatives
Support our Customer Success team:
with the operationalisation of HubSpot (Gen's new CRM system) by aligning data and documenting processes and ways of working
with the development of dashboards and reports to present consumable insights and analysis to better understand our customer base and customer health
with the collation of relevant data to create a CSM balanced scorecard and provide insights on the CSM team's achievement and opportunities
through the documentation and standardisation of recurring processes to create an effective, efficient and scalable way of working
to ensure Customer Success plans are in place and are being utilised effectively by teams to plan and track value realisation for our customers
through coaching and training on relevant systems and processes
Role specific:
Be the custodian of Gen's in-life folios working closely with the SMO, Customer Success leads and Finance to manage the upkeep of our project folios
Work closely with Gen's Management Offices and Finance domain to coordinate on cross-functional processes
Qualifications
What You Bring
We are looking for a self-starting people person that has a positive energy and resilient mindset who will positively challenge us daily to improve and deliver real results. You will be highly empathetic with strong analytical capability and comfortable working with data from multiple sources. You will have a passion for identifying trends and insights to improve operational ways of working, which in turn helps our customers achieve their business goals.
Must-haves:
Ability to follow and where necessary adapt a defined process / methodology with suitable guidance from more experienced Gen colleagues
Ability to quickly build relationships and work collaboratively across Gen's domains
Analytical insight with the ability to create compelling stories and recommendations backed by data
Strong communication skills to prepare reports, deliver presentations with impact to senior stakeholders
Interpersonal credibility with potential to serve as a high profile and high impact 'play maker' for Gen
Nice-to-haves:
Degree in business, finance, project management, data analytics or related field
Experience improving customer facing processes
Certifications, or interest in Lean or Six Sigma methodologies
Experience in training others on new processes, tools and ways of working
We Offer:
An environment with the innovative culture and entrepreneurial spirit of a start up, but with the
security of a new venture backed by a large publicly listed company.
A commitment to the principles of flexible working to enable you to have your ideal work-life
integration.
A series of Healthy Working Practices across Gen, including Thinking Thursdays, a day
dedicated each week to minimising meetings and maximising opportunities to reduce the
cognitive load.
Social events (virtual for the time-being) and gratitude programmes, including vouchers on your
birthday. And of course,
Compensation and performance incentive schemes which reward superior delivery.
Leading healthcare, financial and wellbeing benefits, with support for learning and professional
development.
Equal Opportunity Statement
The community of the future is a place for everyone, and Arcadis Gen is proud to be an equal opportunity employer. We know it's though, but please try to avoid the confidence gap. You don't have to match all the listed requirements exactly to be considered for this role. All employment is based on merit and business need.