Operations Analyst - Global Customer Success

About ProcessUnity

ProcessUnity is the Third-Party Risk Management (TPRM) company. Our software platforms and data services protect customers from cybersecurity threats, breaches, and outages that originate from their ever-growing ecosystem of business partners. By combining the world’s largest third-party risk data exchange, the leading TPRM workflow platform, and powerful artificial intelligence, ProcessUnity extends third-party risk, procurement, and cybersecurity teams so they can cover their entire vendor portfolio. With ProcessUnity, organizations of all sizes reduce assessment work while improving quality, securing intellectual property and customer data so business operations continue to operate uninterrupted.

We are seeking a strategic and execution-focused Operations Analyst to drive process and tool enhancements across post-sale functions in a fast-paced SaaS environment. This role will focus on driving efficiencies through automation to improve customer outcomes, cost savings, and enhance cross-functional collaboration. 

Process Optimization & Automation 

• Identify inefficiencies in post-sale workflows and implement scalable solutions leveraging technology, process improvement and AI. Drive results towards quantifiable business outcomes.  
• Develop and maintain operational playbooks and process documentation. 
• Lead continuous improvement initiatives across customer-facing teams. 
• Support Director of GCS Operations with ad-hoc requests as needed. 

Cross-Functional Collaboration 

• Partner with Professional Services, Sales Operations, Customer Success, Training, Product, and Technical Support to align on operational priorities. 
• Facilitate workshops and working groups to gather requirements and drive adoption of new tools and processes. 

Tool Strategy & Enablement 

• Evaluate and implement tools that support post-sale operations, including AI-driven platforms. 
• Serve as a liaison between business teams and technical stakeholders to ensure tools meet operational needs. 

Data-Driven Insights 

• Analyze operational data to identify trends, gaps, and opportunities for improvement. 
• Develop dashboards and reports to monitor KPIs and support decision-making. 

Change Management 

• Lead change initiatives with clear communication plans, training, and stakeholder engagement. 
• Ensure smooth rollout of new processes and tools with minimal disruption. 
  

Desired Experience and Skills:

• 3–5 years of experience in operations, preferably in a SaaS or technology environment. 
• Proven track record of driving process improvements and implementing automation solutions. 
• Strong analytical skills and experience with data visualization tools (e.g., Power BI, Tableau). 
• Familiarity with AI technologies and their application in business operations, including quantifiable results. 
• Excellent communication and stakeholder management skills. 
• Experience working cross-functionally in a global organization. 
• Excellent problem-solving and critical thinking skills. 
• Experience with tools like Salesforce, Gainsight, Kantata, Survey Monkey or similar platforms. 
• Background in customer success or professional services operations. 

Compensation Range: $90,000 - $115,000 depending on level and experience 

ProcessUnity is committed to providing an inclusive and equitable workplace where people of all backgrounds, identities, and life experiences can thrive. ProcessUnity is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. 

Learn more about us at www.processunity.com.