Customer Success Operations Strategic Analyst

Welcome to the era of Velsera! Seven Bridges, Pierian & UgenTec have combined to become Velsera.

Velsera is the precision engine company. We empower researchers, scientists, and clinicians to drive precision R&D, expand access to, and more effectively leverage analytics at the point of care.

We unify technology-enabled solutions and scientific expertise to enable a continuous flow of knowledge across the global healthcare ecosystem. This interweaves diverse biomedical communities, allowing them to build upon each other’s success and accelerate medical breakthroughs that positively impact human health.

With our headquarters in Boston, MA, we are growing and expanding our team which located in 14 different countries!

Customer Success Operations Strategic Analyst

Location: India (Remote)

What will you do?

• Build customer relationships and deliver customer centric programs
• Lead and collaborate with cross-functional team initiatives and oversee customer success goals and objectives
• Contribute to strategic discussions and derive actionable insights from data
• Develop and test best practices to influence the delivery maturity of strategy and operations teams
• Deliver and present periodic performance data views that are mapped to current and future business needs
• Have significant oversight in OpenAir/Gainsight and/or other system architecture
• Implement, and communicate the strategic direction of the organization’s Customer Success operations division
• Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems
• Identify, recommend, and implement new processes, technologies, and systems to improve and streamline organizational processes and use of resources and materials
• Establish, communicate, and implement operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution

What do you bring to the table?

• Business degree in Business Administration, Logistics, Engineering, or other industry-related field required
• At least 10 years of experience in Customer Success with proven operations expertise
• Excellent verbal and written communication skills.
• Extensive knowledge of the principles, procedures, and best practices in the industry
• Excellent organizational skills and attention to detail. Strong analytical and problem-solving skills
• Automation and playbook setup, automating tech-touch

Our Core Values

People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health. We practice empathy by treating others the way they want to be treated and assuming positive intent. We are proud of our inclusive diverse team and humble ourselves to learn about and build our connection with each other.

Patient focused. We act with swift determination without sacrificing our expectations of quality. We are driven by providing exceptional solutions for our customers to positively impact patient lives. Considering what is at stake, we challenge ourselves to develop the best solution, not just the easy one.

Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers. We take ownership of our results as we know what we do matters and collectively we will change the healthcare industry. We are thoughtful and intentional with every customer interaction understanding the overall impact on human health.

Curious. We ask questions and actively listen in order to learn and continuously improve. We embrace change and the opportunities it presents to make each other better. We strive to be on the cutting edge of science and technology innovation by encouraging creativity.

Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard. We improve our sustainability by encouraging discussion and taking action as it relates to our natural, social and economic resource footprint. We are devoted to our humanitarian mission and look for new ways to make the world a better place.

Velsera is an Equal Opportunity Employer:
Velsera is proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, colour, gender, religion, marital status, domestic partner status, age, national origin or ancestry.