Sales Operations Analyst - Customer Success

We’re seeking a highly analytical and detail-oriented Sales Operations Analyst to support our Sales and Customer Success teams in driving smarter, more efficient go-to-market strategies. In this pivotal role, you’ll streamline processes, build scalable reporting, and uncover insights that shape key business decisions and improve team performance.

You'll work hands-on with tools like Salesforce, Gainsight, and Power BI to manage data, monitor KPIs, and deliver impactful dashboards and reports. From refining workflows to supporting customer feedback initiatives, you’ll play a vital part in enhancing sales effectiveness and customer experience.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

· Working cross functionally with sales, customer success, finance and accounting to effectively communicate the organization’s value proposition

· Develop, implement, and maintain ongoing business processes and/or improvements leading to enhanced productivity.

· Develop and implement a go to market operations and analytics roadmap that yields increased productivity and improved customer interactions using best practices.

· Use of Salesforce.com Lighting reports, Gainsight, and other applicable analytics platforms(PowerBI, etc.) to support:

· Go-to-market (GTM) / Account based analytics and strategies

· To directly support GTM areas of Sales, Channel, and Customer Success

· Identify whitespace opportunities in specific geographies and industries

· Monitor and track customer information in support of customer success KPI’s

· Enabling Customer Success and Sales organizations to replicate key reporting and analyticsand messaging effectively in all interactions

· Capture and analyze customer feedback trough established survey programs as well assupporting the creation of new surveys

· Updating workflows in Salesforce.com and Gainsight

· Optimizing sales efficiency by refining processes and making systematic enhancements

· Resolving operational inconsistencies and bottlenecks that are slowing down the sales team

· Maintaining software and systems sales teams also for email prospecting, call recording, contract management, etc

· Building and maintain report within CRM and Gainsight systems

· Provide the data that guides conversations regarding major business decisions

· Provide guidance to and mentor more junior team members

· Participate in other projects or duties

SUPERVISORY RESPONSIBILITIES:

• N/A

KNOWLEDGE, SKILLS AND ABILITIES:

· Proven track record of being highly motivated and self-directed - you should be able to drive a project from conception to start to finish, not just execute on an existing plan

· Familiarity with how CRM’s work

· Advanced Microsoft Excel skills

· Strategic thinker who can take broad visions and concepts, develop and execute structured plans, actions and assess results through measurable metrics

· Problem solver with affinity for complex and creative problem solving and the desire to create and build new processes

· Excellent communications skills including strong presentation skills and the ability to articulate complex concepts to cross functional audiences verbally and in writing

· Strong organizational skills and attention-to-detail with the ability to multi-task and prioritize

· Strong cross-functional collaborator and ability to build relationships with cross-functional stakeholders at all levels

· Proven experience designing and implementing programs that improve sales and/or field productivity

· Proven excellence in program and project management; proven ability to lead and manage at senior levels without direct authority

· Deep understanding of sales and marketing functions and ability to work well with both constituencies

· Experience rolling out sales program’s methodologies, or other significant change management efforts, to a sales organization

EDUCATION AND TRAINING:

· Bachelor’s Degree in Business or related field or equivalent experience

· 10 years total experience in sales or revenue operations, finance, Business Applications, or accounting systems and processes

· Experience in collecting and synthesizing data and measuring key sales metrics to drive sales, sales credit and program effectiveness

· Salesforce.com (SFDC)

· Experience supporting an Enterprise Sales organization

· Experience developing and leading Sale Operations processes

· Sales experience a plus

· Salesforce certification(s) or other relevant equivalent preferred.

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.

In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.

Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.

*In no case will your pay fall below applicable local minimum wage requirements.