Rock Content

Customer Success Operations Analyst (Remote)

3+ months agoSão Paulo, Brazil
Rock Content is a global leader in content marketing and we exist to enable growth opportunities for our customers, employees and partners. We offer an end-to-end content marketing solution, combining SaaS, services, and our talent marketplace.

We’re 500 remote Rockers distributed around the world and as a company that breathes diversity, we welcome candidates of all religions, genders, races, beliefs, backgrounds and sexual orientations. We promote growth, support and contribution through diversity and inclusion groups.  We've tripled our growth in the last 2 years and as we scale in North America, the opportunities to learn and make a huge impact are endless. Join our journey to IPO! Check out this recent news about our Series B funding:

Learn more about careers at Rock Content here:

This is a remote position, if you don't live in the defined location that's not an issue.

The Revenue Operations Analyst is an important piece of Rock Content's revenue engine, composed of Marketing, Sales, and Customer Success. It requires a critical view of how we execute and improve business plans, acting directly on them through strategic initiatives and analysis. The main goal of the Revenue Operations team is to deliver revenue growth by collaborating with multiple teams, including but not limited to Sales, Marketing, Customer Success, Legal, Finance and Product. 

Your Impact:

  • Delve into Rock Content's Business Processes to identify gaps, opportunities and challenges to be worked on.
  • Partner with Sales and Customer Success Leaders to understand their teams, business units, and goals.
  • Create and coordinate enablement programs directed for Sales, Account Management and Customer Success teams, with the support of Operations, Finance and Product
  • Examine and understand the full customer lifecycle from lead to renewalTake ownership of crucial systems, reporting, and analysis within our revenue operations team, including administering solutions within the Sales & CS tech stack.
  • Dive deep into our retention reporting and analysis; helping identify key strategic insights to improve our business.
  • Develop a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities.
  • Ongoing reconciliation of the prospect & customer revenue and forecast data to ensure accuracy.
  • Implement new technology and processes across the organization and drive adoption for them.

What we're looking for:

  • Experience with serving and supporting internal customers with excellence, which in turn supports external customers
  • General experience with continuous process improvement practices and concepts
  • Interest and drive to continuously learn and incorporate modern
  • RevOps practices and trends to drive growth and efficiencies
  • General awareness of Marketing Operations (MarketingOps), Sales Operations (SalesOps), and Business Operations
  • Ability to proactively identify and provide possible solutions for areas of improvement in processes, training, communication 
  • Evolving presentation skills to effectively develop and lead training and presentations
  • Experience translating business requirements into technical requirements and vice-versa
  • Ability to present complex solutions to both technical and non-technical stakeholders
  • Experience with CRM, automation, and integration
  • Advanced or fluent written and verbal English
  • Analytical, problem-oriented, tech-savvy, hands-on, customer-focused, and have strong business acumen.

Nice to have:

  • Previous experience as a Business analyst, Product Manager, or similar roles in SaaS companies is a big plus
  • Fluent or Advanced written and verbal Portuguese or Spanish
  • Experience with HubSpot CRM
  • Experience with Segment platform
  • Experience with AGILE project managementExperience with SQL and Python
  • Good understanding of SaaS businesses overall

What we offer:

  • Rock University - free access to our marketing courses
  • Ongoing workshops and webinars on marketing topics
  • Flexible hours
  • Work from home allowance
  • Parents benefits
  • Volunteer paid time off
  • Birthday and work anniversary days off
  • Health insurance
  • Dental Insurance
  • Being part of a dynamic, talented team distributed around the world  
  • Making an impact in a global, established but scaling startup where you will see results of your work helping to drive us forward
  • Being empowered to make decisions to improve customer satisfaction
  • Continuous growth opportunities for our customers, talent community and Rockers

  • Other benefits may be available according to your location.

Job ID: 1dec5843-fb89-491d-900c-aae2f22f3778

Perks and Benefits

  • Financial And Retirement
    • 401(k) with company matching
    • stock purchase program
  • Health And Wellness
    • health insurance
    • dental insurance
    • vision insurance
    • life insurance
    • short-term disability
    • long-term disability
  • Office Life And Perks
    • flexible work hours
    • remote work opportunities
    • diversity and inclusion program
  • Professional Development
    • mentor program
    • access to online courses
    • promote from within
  • Vacation And Time Off
    • paid vacation
    • unlimited vacation
    • paid holidays
    • personal/sick days
    • maternity leave
    • paternity leave