Customer Operations Analyst

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

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We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Customer Operations Analyst is responsible for serving as an administrator and internal champion for the business systems used by the Customer Organization. To ensure continuous improvement, this role will use analysis tools and techniques to identify inefficiencies, streamline processes, improve systems and automation, and make data-driven decisions. They are responsible for executing and implementing these sanctioned changes to boost productivity within the customer operations organization. They will collaborate closely with both intra-departmental and cross-functional teams and work under the guidance of the Customer Operations team leaders to champion operational excellence. This position also serves governance functions in the systems to which the colleague is assigned responsibility

Essential Duties and Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail

• Serves as an administrator and champion for assigned systems and software

• Researches, analyzes, and documents findings

• Presents findings and recommendations to internal stakeholders in a clear, concise manner

• Implements new processes, procedures, systems, and automation when applicable

• Leads efforts for surveys and other research to gather data for analysis

• Coordinates cross-functional communication to align initiatives and strategies to drive efficiency

• Analyzes data to identify key performance indicators and ways to measure them

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work independently on projects and processes with minimal supervision

• Broad theoretical knowledge of applicable work area

• Ability to situationally adapt and understand new technology/processes as per business and/or partner
requirements

• Strong analytical and problem-solving skills

• Excellent written and verbal communication skills

• Detail oriented with strong project management and organizational skills

• Knowledge of industry trends and best practices, and willingness to stay current on them through
participation in meetings, workshops, and training sessions

• Ability to identify risks and opportunities for improvement

• Ability to analyze complex data from multiple sources

• Strong ability to develop solutions or alternative practices to improve performance

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in related field or equivalent business experience

• 2+ years of relevant experience

Working Conditions:

• Onsite/Hybrid/Remote depending on location

• 0-10% travel may be required

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at [email protected] or 1-800-671-6898.