Sr Business Operations Analyst

We are seeking a Sr. Operations Analyst to design, operationalize, and consistently improve policies, processes, and internal enablement for our Customer Success (CS) organization. In this role, you will partner closely with CS leadership and stakeholders across post-sales in working and executing on our top operational initiatives. The ideal candidate will pair structured process and program thinking with a strong analytical mindset and a drive to provide support and value to our CS organization.

Key Responsibilities

• Support and manage ongoing operational functions across automation, reporting, and CSM enablement
• Create and maintain internal documentation hub for work assets, enablement, and communication
• Define, maintain and report on core CS metrics and KPIs for global CS leadership
• Run data analyses of Operational programs to identify and recommend improvements
• Identify, design and develop CSM focused SOPs, playbooks, and workflows
• Ensure CS data quality via validation rules, data review routines, and proactive monitoring
• Provide support for quarterly / annual planning across Customer Success Operations

This position is able to sit remotely. Candidates who live within a 45 mile radius of Boston, MA, Detroit, MI, Denver, CO, or Mountain View, CA will be required to work hybrid (2 day per week) out of our Dynatrace office.

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, or a related field.
• 5+ years of experience in Customer Success operations, Business operations, or a related discipline within the SaaS or technology sector.

Preferred Qualifications

• Proven success with designing policies, playbooks and enablement at scale
• Strong analytics skills and experience with dashboarding and reporting
• Excellent project management, documentation, and change management skills
• Clear communicator able to translate complex systems into actionable guidance
• Proficiency within CS technology stacks and CRM platforms

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

DOE, salary $100K - $115K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.