Sr Analyst, Customer Success and Support Operations (R5724)

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At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

At Elastic, we see endless possibilities in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

Are you data-obsessed, innovative, and laser-focused on the work that will truly matter? If so, the Customer Success and Support Analyst role is the right role for you. Reporting through the Customer Success Group’s Strategy and Operations Organization, you will focus on the end-to-end strategy and operations for Elastic’s Customer Success and Support Organizations.

In this role, you will collaborate cross-functionally with Functional Leadership, Strategy & Operations, Finance, IT, and more. You will be focussed on the upkeep and development of Customer Success and Support programs including; territory planning, performance metrics, fiscal year planning, territory carve, compensation design, continuous process improvement, and special projects. You will serve as the strategic partner to the functional VPs  and their management teams ensuring they are equipped with the insight and tools they need to execute in their roles. Elastic continues to grow, so does the need for new and innovative ways to develop, and improve our programs & critical initiatives. You will work as a key collaborator in the design and implementation of priority growth areas.

What You Will Be Doing:

  • Driving the analytical cadence of the Customer Success and Support functions, including but not exclusive to territory planning, KPI tracking, and process improvement.
  • Responsible for coordinating and consolidating Fiscal Year Planning activities of the Geographies including headcount allocation, territory carve,  and roll-out.
  • Coordinating across group stakeholders to represent the needs of Customer Success and Support.
  • Investigating perceived gaps and areas of improvement using insights to make strategic recommendations back to leadership.
  • Becoming an expert on our internal systems to understand and communicate how strategy can be successfully executed.
  • Supporting leadership through crafting dashboards, tools to improve efficiency, and exposing focus areas in order to meet (and beat) our goals

What You Bring Along: 

  • 3-5 years of Sales Operations, Strategy, FP&A, Management Consulting, or similar fields in SaaS Organizations
  • BA/BS degree in Business, Finance or equivalent experience required. 
  • A data-minded individual and power user of g-sheets and MS Excel
  • Experience with BigQuery, SQL. Experience with Tableau is a plus
  • Deep familiarity with Salesforce.com
  • Demonstrated ability to investigate complex problems, develop solutions, and craft recommendations and results into easily digestible messages, communications, and executive presentations.
  • Excellent communication, engagement, and cross-functional partnership skills. Comfortable working with all levels of organizations up to and including C-Suite 

 

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match donations 1:1 up to $1500 USD (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love.
  • Embracing parenthood with minimum of 16 weeks of parental leave

The typical starting Total Cash Compensation range for new hires in this role is between $106,800 and $146,900, which consists of a Base Salary or a Base Salary plus a Target Commission, depending on the specific role. The Base Salary offered may vary depending on factors including skills and experience.

Additionally, this role is currently eligible to participate in Elastic’s equity plan as well as a range of health & wellbeing, retirement savings, and other benefits within a holistic total rewards offering.

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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