Cs Operations Analyst

• 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

• 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

Experience with Zendesk, Salesforce, AI tools, and business intelligence tools would be an asset

• 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