Customer Success Operations Analyst

Overview

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.For more information, visit www.jaggaer.com

What We’re Looking ForThe Associate CS Operations Analyst supports the efficiency, quality, and continuous improvement of the Customer Success organization. This role contributes to operational initiatives, monitors performance metrics, supports process and tool improvements, and helps strengthen governance across Customer Success.This is an internal-facing role. The role supports internal employees and stakeholders across the organization, rather than external customers.

Principal Responsibilities

• Support the development and execution of Customer Success operational strategies and key initiatives.• Independently lead and own small to medium-sized operational initiatives, ensuring successful delivery, stakeholder alignment, and measurable outcomes.• Support the planning and execution of larger cross-functional initiatives in collaboration with business stakeholders.• Monitor global initiatives, track progress against objectives, identify risks and dependencies, and provide clear status updates to leadership and stakeholders.• Translate strategic objectives into actionable operational plans and contribute to short-, medium-, and long-term goal setting.• Present initiative updates, recommendations, and business insights to Customer Success leadership and teams.• Coordinate activities across Customer Success, Finance, Delivery, PMO, Sales, and other stakeholders to drive alignment and execution.• Analyze processes, workflows, and operational performance, identify bottlenecks and opportunities for improvement, and drive implementation of practical solutions.• Contribute to the design, implementation, and continuous improvement of project governance frameworks, compliance processes, quality gates, handover procedures, and monitoring mechanisms.

• Identify operational risks, recommend mitigation strategies, and coordinate resolution activities to minimize business impact.• Create, maintain, and continuously improve Customer Success documentation, knowledge base content, process documentation, and operational standards.• Define, track, analyze, and report on KPIs related to project governance, compliance, operational performance, and internal processes.• Maintain and enhance internal dashboards, reporting frameworks, and performance monitoring tools.• Analyze operational and business data using tools such as Excel, Salesforce/Certinia, and Smartsheet, providing actionable insights and recommendations.• Collect and evaluate internal feedback, identify trends, and recommend initiatives to improve efficiency, scalability, and customer outcomes.• Support effective communication, coordination, and knowledge sharing across global Customer Success teams and stakeholders.• Administer, optimize, and support key Customer Success systems and tools, including Salesforce/Certinia and Smartsheet, ensuring alignment with business and operational needs.

Position Requirements

• 2+ years of experience in Customer Success, Operations, Project Coordination, or a related field.• Experience managing projects and initiatives, including defining objectives, tracking timelines, coordinating stakeholders, and ensuring successful delivery.• Demonstrated organizational leadership and team coordination skills, with the ability to drive alignment across cross-functional teams and stakeholders.• Strong analytical and critical thinking skills that support sound decision-making and problem-solving.• Ability to analyze data, identify trends, and translate findings into practical recommendations and operational improvements.• Strong organizational skills, attention to detail, and the ability to manage multiple priorities simultaneously.• Proactive, resourceful approach with a willingness to learn and work across a broad range of topics and initiatives.• Strong interpersonal, communication, stakeholder management, conflict resolution, and collaboration skills.• Experience working in international and multicultural environments.• Bachelor’s degree.

Technical Skills• Very good knowledge of the Microsoft Office Suite, particularly:• Excel• PowerPoint

• Word• SharePoint• Microsoft Teams• Experience with Salesforce is required.• Experience using data analysis and reporting tools to support business decision-making.

 

Nice to Have• 1+ year of experience in Project Management. • Basic understanding of customer success principles. • Bachelor’s degree in Statistics, Computer Science, Business Administration, or a related field. • Experience with Certinia. • Experience with Smartsheet. • Interest in AI and its practical applications, including familiarity with tools such as ChatGPT, Claude, or similar.

 

What We Offer• An international and professional working environment with a collaborative and inclusive culture. • Opportunities to contribute to operational improvement across a global Customer Success organization. • Exposure to cross-functional work with teams such as Finance, Delivery, PMO, and Sales. • Opportunities to support process improvement, reporting, governance, and tool optimization.

 

Our ValuesAt JAGGAER, our business is about people. Our products are built on intellectual property, but the real differentiator is the teams behind them–the way we collaborate, innovate, solve problems, and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies.

Transparency – Openness Builds TrustCandor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners.

Entrepreneurial Spirit – Own It, Drive It, Make ItA scrappy, customer-obsessed, problem-solving mindset is at the cornerstone of both organizational and personal growth.

 

Accountability – Thumbs In, Not Fingers OutWe take responsibility for ourselves before pointing elsewhere.

Metrics-Driven Results – Outcomes Over ActivitiesData and evidence guide our decisions, help us correct courses quickly, and ensure we’re delivering real impact.