Customer Success Operations Analyst-(Data Analyst)

India·Bangalorefull-timemid

OtherCustomer Success Operations Analyst

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Quick Summary

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OtherCustomer Success Operations Analyst

Customer Success Operations Analyst is responsible for ensuring that customers have a positive experience with SoundHound products and services throughout the entire customer lifecycle. The primary goal of an Account Manager is to drive customer satisfaction, retention, and growth.

Responsibilities

~1 min read

→Design, build, and continuously iterate a centralized CS command center/dashboard aggregating account health, SLA compliance, CSAT/NPS, escalation volumes, and delivery milestones across all managed accounts.
→Build and maintain dashboards (Power BI, Tableau, Looker, or equivalent — plus custom HTML/JS dashboards where needed) tailored to different audiences (executives vs. operational teams).
→Ingest, clean, and merge data from multiple sources (CRM, support/ticketing systems, conversational AI platform exports, survey tools, spreadsheets) into unified, trustworthy datasets.
→Define, track, and report on SLA/KPI frameworks (uptime, response time, resolution time, containment/escalation rates, CSAT) across a multi-tier client portfolio.
→Reduce manual reporting effort by building repeatable, automated report generation (scripts, templates, scheduled refreshes) rather than one-off manual pulls.
→Go beyond charts — identify trends, anomalies, and root causes in account performance data, and translate them into recommendations for CS leadership and account teams.
→Partner closely with Customer Success Managers, Analytics/Managed Services teams, Product, and Engineering to keep data definitions and reporting logic consistent and accurate.
→Maintain clear documentation of data sources, metric definitions, and dashboard logic so reporting stays auditable and easy to scale.

3–5 years of experience in Data Analytics, Business Intelligence, Reporting, RevOps, or CS/Sales Ops (ideallyvwithin SaaS, tech, or managed services).
Strong hands-on experience with BI/visualization tools — Power BI, Tableau, Looker, or similar (Chart.js/custom HTML dashboards a plus).
Advanced proficiency in Excel/Google Sheets (pivot tables, complex formulas, data modeling).
Working knowledge of SQL for querying and joining data from multiple sources.
Experience building or maintaining dashboards that consolidate multiple data sources into a single reporting view (a “command center,” ops cockpit, or executive dashboard).
Comfort working with messy, real-world data (CSV/Excel/JSON exports) — cleaning, standardizing, and validating before reporting.
Strong communication skills — able to translate data into a narrative that non-technical stakeholders, including client-facing leadership, can act on.
High attention to detail and a bias toward data accuracy and validation before anything is shared externally.