About This Role:
The Principal Operations Analyst, Customer Success GTM Operations, plays a critical role in driving operational excellence and strategic alignment within the Customer Success organization. This role optimizes the performance of Account Technology Specialists, Solution Architects, and Technology Specialists by leading cross-functional initiatives, ensuring seamless day-to-day operations, and driving the overall Customer Success strategy. The Principal Operations Analyst will collaborate with senior leaders across the organization to establish key performance indicators (KPIs), analyze data-driven insights, and ultimately maximize customer adoption and platform expansion.
Job Description/Responsibilities:
Architects a business and operational framework to meet the organizations adoption goals
Implements strategic goals established by functional leadership
Accountable for developing productivity and business KPIs on through a standard cadence
Lead coordination for quarterly business reviews as well as annual planning activities
Continually works to identify new opportunities to provide process improvements and valuable metrics to the business and Senior Management team
Leads operational and strategic projects as needed with ability to pull together cross-functional teams to drive execution
Responsible for consistent communication to global leaders on upcoming change and impacts to the Technologist organization
Anticipates the needs of the business, uses data and logic to recommend tradeoffs, and can quickly and efficiently mobilize the business to drive results
Responsible for improving upon existing processes and systems using significant conceptualizing, reasoning and interpretation
Conducts extensive investigation to understand root cause of problems
Ability to document processes current and future state in order to drive alignment on new processes
Understand impacts to day to day operations and identifies the need for communication and enablement activities
Frequently responsible for providing guidance, coaching and training to other employees across the Company within area of expertise
Experienced in leading through fast-paced, high-growth, uncertain environments
Required Experience/Skills:
Requires mastery level knowledge of job area typically obtained through advanced education combined with experience. May have deep knowledge of project management.
Typically requires a University Degree or equivalent experience and minimum 12 years of prior relevant experience; or Master’s degree with 8 years; or PhD with 5 years of experience.
Recognized master in professional discipline
Proven success executing high-impact business initiatives and driving cross-departmental alignment
Highly motivated individual that is able to work independently, as well as participate on team projects
Ability to establish strong relationships and collaboration across teams
Strong communication (written, verbal and presentation) and interpersonal skills, including establishing credibility and building trusted relationships
An ability to flourish in a high growth, entrepreneurial and global environment with the ability to manage multiple priorities at one time
About Us:
Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.
Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.
If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at (800) 424-8749 or email us at AskHR@cloud.com for assistance.
