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Customer Strategy + Operations Analyst



IT, Customer Service, Operations
Posted on Tuesday, April 9, 2024

Customer Strategy + Operations Analyst

About the Opportunity

As a Customer Strategy & Operations Analyst, you will become a critical partner to our customer-facing teams and our brands by providing our brand partners with impactful insights to make product decisions. You will become an expert in our platform and methodologies, and a trusted advisor to provide recommendations on how best to deploy technology to drive desired outcomes. Our team employs a test and learn approach to continuously improve our processes, identifying opportunities for efficiency and scale as a core part of our services strategy. This is an opportunity to create value and impact at MakerSights, as we build out the operations function together!

What you'll do:

  • Own end-to-end insights delivery for brands, through selection of solution/methodology, design and build of insights tests in our platform, and delivery of summarized results
  • Become a key member of the account team, partnering with Customer Success and Account Directors to inform account health and strategy as it relates to product whitespace, utilization, increasing lifetime value, and delivery best practices
  • Partner with other MakerSights teams such as Product and Data Science to identify the right tools and areas of automation of delivery steps to scale our offerings

Focusing on:

  • Process Improvement: Utilize data-driven insights across the customer journey, such as customer feedback and usage, to inform updates to process, prioritization, product development, revenue enablement, and marketing strategies. Identify areas for delivery optimization and lead the implementation of improvements to enhance overall efficiency.
  • OKR Tracking: Create and manage Customer Strategy + Operations OKR tracking and evolution.
  • Knowledge Base Creation: Develop services playbooks and deploy across MakerSights product offerings, driven by data, customer insights, and best practices
  • Customer Team Collaboration: Work closely with Sales, Customer Success, and Support teams to ensure a seamless customer journey and assist in defining and monitoring key performance indicators that ultimately drive customer satisfaction, growth, and retention.
  • Relationship Building: Cultivate positive relationships with customers and internal stakeholders, aiding in building trust and rapport with key accounts.
  • Project Coordination: Assist in project management efforts, coordinating tasks and timelines to ensure successful project delivery within scope.
  • Product Feedback: Collaborate with Product, Data and Engineering teams to provide valuable customer feedback and insights to inform product enhancements and innovations with an emphasis on scaling operations, customer LTV and stickiness.

Your Experience:

  • 2+ years of experience with prior roles in consulting, consumer insights, or saas services delivery
  • Experience building relationships and collaborating across teams and functions for delivering projects
  • A customer first mindset - you'll find creative opportunities to help solve our client's toughest challenges
  • Excellent communicator
  • Familiarity and comfort level with excel, analyzing data sets, and creating graphs/charts
  • A passion for the retail industry and for the role data can play in driving business efficiency and profitability

About MakerSights

MakerSights is a Modern Research Partner providing apparel, footwear, and accessory brands with high-impact product and assortment insights across the product life cycle. By synthesizing the 'so what' behind consumer research, MakerSights delivers insights that are trusted, valued, and that impact product decisions, fostering stronger trust between Consumer Insights and Product teams. The world’s most iconic brands, including Hoka, Ralph Lauren, and New Balance,

trust MakerSights to help them make informed product decisions throughout the product life cycle.

At MakerSights, we get our energy from partnering with people who love what they do inside and outside the office. We want you to know that we are committed to creating an engaging, supportive environment that allows our team to grow and develop together. We are backed by some of the leading technology and sustainability-focused investors, including Forerunner Ventures, Baseline Ventures, G2 Venture Partners (which invests exclusively in innovations that battle climate change), and Gaingels, an LGBTQ-focused investor syndicate that aligns with our commitment to fostering an inclusive company culture and supporting inclusive commerce.

As an equal opportunity employer, we prohibit any unlawful discrimination on the basis of race, color, religion, military or veteran status, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, or genetic information. These are our guiding principles and apply across all aspects of employment.

Salary Range: The Salary Range for this position is $80K - $100K annually, with exact salary depending on location as well as prior work experience and the assessment of one's fit for the role.