Build customer health, retention, churn, renewal, and expansion analytics that support customer success and account management decisions. Develop dashboards, reports, alerts, and predictive models using CRM, ERP, WMS, and BI data. Lead analytics automation and AI adoption, improve data quality, standardize reporting, and deliver executive insights for retention and growth.
Sales Operations Analyst
DISHER is currently partnering with an organization that is evolving from a logistics services company into a technology-enabled services company. Technology, data, and AI increasingly are determining not only how efficiently they operate, but what services they can offer, how differentiated those services are, and the value they can create for their customers.
In this role, you will build and own customer analytics that directly drive Net Revenue Retention and customer success outcomes. You will translate complex customer data into actionable insights and automated intelligence that enable Account Managers, Customer Success Managers, and executives to make faster, more informed decisions about retention, expansion, and customer value.
You will report to the Vice President, Customer Operations and work directly with customer-facing teams to understand what decisions they need to make, validate whether your analytics are creating measurable impact, and iterate toward insights they trust and act on.
What you will get to do:
- Build and maintain a customer health score combining order frequency, dispute rate, response time, fill rate satisfaction, and other key indicators
- Produce weekly "at-risk account" reports (red/yellow/green) with specific drivers of score changes
- Develop a churn propensity model that flags accounts 30-60 days before potential churn
- Automate renewal dashboards with win probability estimates
- Support internal and customer data analysis requests for executive and board-level decision making
- Generate monthly insight views and reports to identify expansion opportunities
- Perform market share analysis to identify wallet share movement
- Track service behavior and activities by account and surface SLA upgrade opportunities
- Produce quarterly customer value reports for Account Managers and CSMs to use in customer QBRs
- Build executive-level decks for monthly and quarterly business reviews
- Maintain connections between their internal database, CRM, and BI tools (Power BI / Tableau)
- Build and maintain dashboards that automatically refresh weekly
- Implement automated alerts to CSM and AM when health scores cross thresholds
- Document data definitions and standardize reporting
- Work with operations and IT to resolve data quality issues at source
- Lead AI adoption for analytics and collaborate with IT to productionize analytic models
- Implement AI prompts and query interfaces for AM/CSM self-service
- Validate AI-generated insights and ensure accurate, quality data for customer-facing teams
- Develop subject matter expertise in new technology platforms and products
Customer Health & Retention Analytics
Expansion Signal Analytics
Data Infrastructure & Automation
AI & Advanced Analytics
What success looks like:
- A 30% reduction in "red" health score accounts week-over-week
- A 50% reduction in CSM time spent on manual data extraction from baseline
- 100% on-time delivery of automated reports
What will make you successful:
- 8+ years as a BI Analyst, Data Analyst, or Analytics Specialist (Power BI preferred)
- Experience in logistics, supply chain, distribution, or e-commerce fulfillment (spare parts experience strongly preferred)
- Proven track record of building dashboards that tell stories and drive action, not just visualizations
- Knowledge of service supply chain and spare parts logistics metrics
- Proficiency in Power BI or Tableau
- Experience connecting to ERP/WMS data sources
- Working knowledge of Python or similar for analysis (pandas, basic stats)
- Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive)
- Ability to translate business questions into data requirements
- Strong verbal and written communication
- Customer-facing and customer-centric mindset
- Must have the current and continuing right to work in the United States of America without restrictions or expirations
Similar Jobs
Fintech • HR Tech
Own segmentation, book-of-business design, quota setting, and headcount capacity planning across multiple sales motions. Build defensible quantitative models, maintain account assignment and routing logic, manage quota administration, and partner with GTM leaders, Finance, Sales Compensation, and Operations. The role requires recurring planning processes, scenario modeling, clear documentation, and confident communication of methodology, tradeoffs, and risks.
Top Skills:
Account Assignment And Routing ToolsAi ToolsRules EnginesSalesforce
Healthtech • Information Technology • Security • Software • Cybersecurity
Leads sales operations analytics and strategic initiatives, including forecasting, pipeline and funnel analysis, KPI reporting, deal structuring, process improvement, and revenue predictability. Partners with sales leadership and cross-functional teams to improve sales execution, automation, dashboards, and operating cadences. Mentors junior analysts and drives alignment across marketing, sales, and customer success.
Top Skills:
Salesforce
Artificial Intelligence • Cloud • Information Technology • Consulting
Develops and improves sales operations processes, tools, forecasting, analytics, order management, and reporting for US channel partners. Analyzes pipeline, bookings, revenue, productivity, margins, and goal attainment while supporting sales automation and planning systems. Partners with senior leaders, customers, supply chain, and demand planning teams; leads cross-functional initiatives, quality improvement, technology adoption, and process design. Provides subject-matter expertise, independent judgment, mentoring, and operational guidance.
Top Skills:
ExcelMicrosoft PowerpointMicrosoft WordOracleSalesforce
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
