Sales Operations Analyst

Job Description:

• Build and maintain a customer health score combining order frequency, dispute rate, response time, fill rate satisfaction, and other key indicators
• Produce weekly red/yellow/green at-risk account reports with specific drivers of score changes
• Develop a churn propensity model flagging accounts 30–60 days before potential churn
• Automate renewal dashboards with win probability estimates
• Support internal and customer data analysis requests for executive and board-level decision making
• Generate monthly insight views and reports to identify expansion opportunities
• Perform market share analysis to identify wallet share movement
• Track service behavior and activities by account and surface SLA upgrade opportunities
• Produce quarterly customer value reports for Account Managers and Customer Success Managers for customer QBRs
• Build executive-level decks for monthly and quarterly business reviews
• Maintain connections between internal database, CRM, and BI tools such as Power BI and Tableau
• Build and maintain dashboards that automatically refresh weekly
• Implement automated alerts to CSMs and AMs when health scores cross thresholds
• Document data definitions and standardize reporting
• Work with operations and IT to resolve data quality issues at source
• Lead AI adoption for analytics and collaborate with IT to productionize analytic models
• Implement AI prompts and query interfaces for Account Manager and Customer Success Manager self-service
• Validate AI-generated insights and ensure accurate, quality data for customer-facing teams
• Develop subject matter expertise in new technology platforms and products
• Report to the Vice President, Customer Operations and work directly with customer-facing teams to validate measurable impact and iterate analytics

Requirements:

• 8+ years as a BI Analyst, Data Analyst, or Analytics Specialist (Power BI preferred)
• Experience in logistics, supply chain, distribution, or e-commerce fulfillment (spare parts experience strongly preferred)
• Proven track record of building dashboards that tell stories and drive action, not just visualizations
• Knowledge of service supply chain and spare parts logistics metrics
• Proficiency in Power BI or Tableau
• Experience connecting to ERP/WMS data sources
• Working knowledge of Python or similar for analysis (pandas, basic stats)
• Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive)
• Ability to translate business questions into data requirements
• Strong verbal and written communication
• Customer-facing and customer-centric mindset
• Must have the current and continuing right to work in the United States of America without restrictions or expirations

Benefits:

• Full-time employment
• Remote work arrangement