Customer Operations Analyst

Job Description

Tessian We believe technology should secure the digital interactions of employees without compromising user experience or productivity. That’s why we’re building the world’s first Human Layer Security platform. We’re a team of mathematicians, data scientists & engineers building breakthrough machine learning and natural language technologies to analyse, understand & protect enterprise email networks. Tessian is backed by leading technology investors Sequoia Capital and Accel who have helped build many industry defining companies including Stripe, Slack, Crowdstrike and Dropbox. We'd love to hear from you. Customer Operations at Tessian At Tessian, we are fixated by our customers’ success. We work with some of the world’s leading law firms, investment banks and technology companies, and it’s our mission to make their decision to use the Tessian platform the best they’ve ever made. Our obsession and passion for ensuring our customers are amazed by Tessian at every stage of the customer journey permeates through every area of the company and is evidenced by our best-in-class client retention metrics. Data is at the centre of our ability to add value to our customers and to our business. As the first Customer Operations Analyst, you will work closely with the Head of Customer Success and Customer Operations Director to identify, develop and deliver data needs & business insights. This is an amazing opportunity to join an expanding team, develop deep knowledge on building a business and have a meaningful impact on our customers.

On a day-to-day basis this will include activities such as:

• Preparing monthly and ongoing delivery of regular reports
• Managing email communications with our customer base
• Key insight and trend analysis
• Enabling BAU reporting by creating and implementing reporting infrastructure using various tools (Gainsight, Salesforce, Looker, SQL, Excel, etc.)
• Making data always available in a digestible form
• Seeking ways to improve and/or automate existing reporting and processes to fit with evolving business needs and requests from management

We'd love to meet someone who has:

• Experience in a data-centric role
• Strong analytical skills and Excel skills (Looker & SQL skills are a plus)
• Outstanding track record of professional and academic achievement
• You love digging into data and uncovering actionable insights
• 1-2 years experience in an analytical role
• Evidence of building balanced dashboards and delivering improved performance in key metrics
• Ability to blend data from multiple systems to create comprehensive, holistic views, and to translate complex data into a consumable insights appropriate to the target audience.
• You’re a highly motivated self-starter who can independently drive a team's work forward, finding and exploiting opportunities where data can impact our business objectives
• Loves working with technology and is capable of understanding complex issues
• Has exceptional communication skills
• Has a proven track record of working in a high pressure environment

Why we think you'll love it here

• It’s important to us that all Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark to provide above market rate salaries - there’s plenty more too....
Be at your best, both inside and outside of work
• A full week of work-remote a year, in addition to 25 days of paid holiday
• Flexible working hours and working from home
• Curate your career with development experiences uniquely suited to you
• We’re family friendly, with policies built to support you in all stages of life
• High-quality tech kit provided for you to work on including Tessian ANC headphones
• If you're relocating to join the team, we'll provide a contribution to help with your costs
Because everyone loves food...
• A plethora of breakfast options, delicious snacks, drinks and a top-of-the-range coffee machine
• Team lunch provided on Fridays - normally with more hummus than you can shake a stick at
• Dinner budget for those times you just can’t tear yourself away
Beyond work
• Elite membership of the Tessian House System...
• On Fridays we stop at 5 and share team updates and drinks
• Monthly team socials & a big, whole team extravaganza every quarter
• Never-ending ping-pong tournaments

Equality & diversity Tessian is an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. The Human Layer we're securing is diverse, and we know we need to be diverse and inclusive to successfully create HLS that reflects this. You can read our equality and diversity statement here . As part of our commitment to equality and diversity, we're also a corporate member of the WISE Campaign for gender equality in STEM, our CFO is the Chair of the WISE Campaign's Young Professionals' Board , & we're a founding member of the WEDS network driving diversity & inclusion in startups. Important notices Please note that we do not accept applications or résumés from recruiters. Any unsolicited CVs, profiles, or names, submitted in any format, by any channel, to any of our team, will be deemed to fall outside any terms and/or conditions with either the person submitting the information or their company of employment/representation. By submitting your application to Tessian, you consent to Tessian retaining your information and contacting you about future job opportunities, that may be of interest, for up to 2 years in accordance with our Privacy Policy Please note, that any job offers will be subject to the candidate passing background screening checks. Apply for this job