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Operations Analyst

Forter

Forter

IT, Operations
New York, NY, USA
Posted on Tuesday, April 23, 2024

About the role:

Customer Operations is at the heart of collaboration, as we are seeing all teams across Forter working with our Customer teams (Delivery and Analytics) to provide the best outcomes for our customers. We are at a turning point at Forter where we are maturing our GTM strategy, launching new products, and adapting our operating rhythm to support our growth. We will need to scale our 1-person team, and are in need of a strong team player who can take on key customer initiatives and programs to help us exceed our goals towards revenue activation, net dollar retention and growth, and optimal gross margin.

In other words, Customer Operations is the operating engine for the Customer Organization (Analytic Operations, Implementation, Customer Success, and Customer Support). I like to divide our focus areas into 3 categories:

  • Strategy & Analytics: Aligned with CCO's top goals, we provide an operating cadence to report, forecast, and measure our ability to exceed our key metrics. We also use data analytics to provide the business with insights and recommended actions to improve our performance.
  • Process & Tooling: We evaluate current inefficiencies in our teams' workflows and consult on solutions that will allow us to work smarter (not harder).
  • Program Management: We spearhead key initiatives that require action from our customers. We ensure extreme collaboration between our Customer teams and internal teams.

What you’ll be doing:

  • Collaborate with cross-functional teams to optimize workflows, tools, and systems to ensure the efficiency and scalability of post-sales operations.
  • Gather and analyze data to create reports and generate actionable insights that allow us to improve operational performance.
  • Support key GTM programs that allow us to work more cohesively with our Sales/PreSales, Marketing, and Product organizations.
  • Serve as a subject-matter expert in tools leveraged across the Customer organization
  • Evolve into an expert in specific post-Sales areas, contributing to the creation and implementation of long-term customer strategies.

What you'll need:

  • 1-3 years equivalent experience in a relevant field (e.g., Customer Success, Account Management, Professional Services, SaaS/Revenue Operations)
  • Bachelor's Degree: A degree in business, finance, information systems, statistics, or a
    related field is preferred
  • Technology Proficiency: Strong aptitude to pick up GTM systems (i.e. Salesforce,
    Clari, BI (Qlik), Pendo, Hubspot, Highspot). Experience in these systems is a plus!
  • Consultative Mindset: Natural problem solver using data driven insights and analytic techniques.
  • Analytical Skill Set: Ability to efficiently create models and data analysis through the
    use of Excel, Google Sheets, BI tools.
  • Communication Skills: Excellent verbal and written communication skills. The ability to
    present complex data in a clear and understandable manner.
  • Team Player: Collaborative and able to work effectively with cross-functional teams.
  • Detail-Oriented: Strong attention to detail to ensure data accuracy and reporting quality.

It's be really cool if you also have:

  • Industry-Relevant Experience: Background in enterprise SaaS sales, program management, and SaaS startups. Strong preference for professional working experience at enterprise SaaS businesses focusing on payments, fraud, or eCommerce.

Benefits:

  • Competitive salary
  • Matching 401K Plan
  • Comprehensive and generous health insurance, including vision and dental coverage Stock options
  • Generous PTO policy
  • Half day Fridays

Salary Range: $71,499.00 - $96,735.00 annually + bonus + equity + benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.

About us:

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve. Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.

Life as a Forterian:

We are a team of over 500 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Nordstrom, Priceline, Instacart and ASOS can block fraud, drive revenue and improve customer experience.

At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.

Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.

If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

*Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.