Senior Customer Operations Analyst – Customer Success Operations

Job Description

Senior Customer Operations Analyst | Thales

The Tone:
This is a full-time, hybrid role at Thales, located in Belfast, United Kingdom. Thales, a global technology leader, supports national security by providing extraordinary technology across defence, space, aerospace, and digital security. This Senior Customer Operations Analyst role is crucial for ensuring the Imperva Customer Success organization runs efficiently on accurate data, streamlined processes, and effective tools. You will be instrumental in transforming data into practical improvements and integrating advanced AI solutions to enhance team performance and customer experience.

The TL;DR
• Role: Full Time
• Type: Hybrid
• Location: Hybrid – Belfast, United Kingdom

• Team: Customer Intelligence, Customer Success | Reports to Director, Customer Intelligence
• Mission: Ensure Customer Success operates on accurate data, efficient processes, and effective tools, leveraging AI to drive practical improvements for teams and customers.
• Tech Stack: Planhat, Snowflake, Salesforce, PowerBI, SQL, Python, dbt, APIs, ETL tools, in-house LLM, Planhat AI, Salesforce Einstein, Agentforce, workflow automation tools

What You’ll Actually Do
• Platform Administration: Act as lead administrator and subject-matter expert for Planhat, managing its configuration, workflows, playbooks, and automation.
• AI & Automation Development: Configure, roll out, and continuously improve AI features within Planhat and leverage in-house LLMs to build AI-powered use cases for Customer Success.
• Operational Process Improvement: Design, maintain, and continuously improve Customer Success operational processes, using data to measure their effectiveness.
• Data Quality & Reporting: Own data quality across Customer Success data, writing SQL queries for reporting and building and maintaining dashboards in Planhat and PowerBI.
• Enablement & Support: Provide enablement and training to Customer Success teams on Planhat, reporting, and processes, acting as the first point of contact for tools, data, and process questions.

The Must-Haves
• Background: Bachelor’s degree in Data Analytics, Business Analytics, Business Information Systems, or a related data analysis field, or equivalent experience in data and business analytics. This is a senior-level operations analyst role focused on Customer Success Operations, Revenue Operations, or Sales Operations in a B2B SaaS or technology environment.
• Experience: 5+ years of experience in an operations analyst, business analyst, or data analyst role, with hands-on experience administering a Customer Success platform (ideally Planhat, or similar such as Gainsight or ChurnZero) or Salesforce. Proven experience designing and improving business processes, and practical experience using AI tools or LLMs in a business setting.
• Skills: Demonstrated expertise in Power BI for building dashboards for senior audiences, strong SQL skills (ideally with Snowflake), proficiency in Python or another scripting language for data preparation and analysis, ability to turn data into a clear story and practical recommendations, and detail-oriented problem-solving for data quality issues.
• Bonus: Experience with dbt or other data transformation tools, system integrations, APIs or ETL tools, rolling out or supporting AI features in a CRM or Customer Success platform, working with in-house or enterprise LLMs, workflow automation tools, or knowledge of the cybersecurity or data security industry.