Customer Success Operations Analyst

Welcome to the era of Velsera! Seven Bridges, Pierian & UgenTec have combined to become Velsera.

Velsera is the precision engine company. We empower researchers, scientists, and clinicians to drive precision R&D, expand access to, and more effectively leverage analytics at the point of care.

We unify technology-enabled solutions and scientific expertise to enable a continuous flow of knowledge across the global healthcare ecosystem. This interweaves diverse biomedical communities, allowing them to build upon each other’s success and accelerate medical breakthroughs that positively impact human health.

With our headquarters in Boston, MA, we are growing and expanding our team which located in 14 different countries!

What will you do?

• Assist in the day-to-day operations of the Customer Success Organization
• Analyze contracts and ensure relevant details are accurately summarized and understood across the organization (e.g. support, services, customer success management, renewals)
• Monitor timesheet compliance by sending reminders to the services team.
• Help manage operational tools, ensuring they are fully optimized for team use.
• Ensure all customer success data and project details are up to date in all customer success systems, including the Professional Services Automation (PSA) tool (e.g., OpenAir, or similar).
• Maintain the accuracy of schedules, assignments, and other critical information to ensure proper resource allocation and timely delivery of services.
• Work closely with Customer Success Managers, Professional Services teams, Support teams, and other internal stakeholders to ensure alignment on goals, timelines, and service expectations.
• Provide regular reports and updates to management on the performance of customer success activities and professional services projects.
• Proactively recommend improvements to processes, tools, and strategies to optimize performance and customer satisfaction.
• Assist in the onboarding and training of new team members on tools, processes, and best practices for data management and operational workflows.
• Maintain internal documentation and knowledge bases to ensure consistent understanding across teams.

What do you bring to the table?

• Bachelor's degree or higher in a relevant field
• 2 to 3 years of experience in customer success management operations, professional services operations, revenue operations, or business operations, preferably in a technology or services-based company.
• Strong analytical skills with experience in data analysis, reporting, and dashboard creation.
• Experience with data visualization and reporting tools (e.g., Excel, Tableau, Power BI).
• Solid understanding of key operational metrics and KPIs for professional services (e.g., revenue recognition, resource utilization, budget variance etc).
• Excellent communication skills with the ability to work cross-functionally
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks simultaneously.
• Problem-solving mindset and ability to navigate complex operational challenges.

Preferred Qualifications:

• Familiarity with professional services automation (PSA) tools (e.g., OpenAir, FinancialForce (Certinia), or similar).
• Experience with project management tools like Jira, Smartsheet, or similar platforms is a plus.
• Proficient in MS Office tools, with intermediate to advanced expertise in MS Excel.

Our Core Values

People first. We create collaborative and supportive environments by operating with respect and flexibility to promote mental, emotional and physical health. We practice empathy by treating others the way they want to be treated and assuming positive intent. We are proud of our inclusive diverse team and humble ourselves to learn about and build our connection with each other.

Patient focused. We act with swift determination without sacrificing our expectations of quality. We are driven by providing exceptional solutions for our customers to positively impact patient lives. Considering what is at stake, we challenge ourselves to develop the best solution, not just the easy one.

Integrity. We hold ourselves accountable and strive for transparent communication to build trust amongst ourselves and our customers. We take ownership of our results as we know what we do matters and collectively we will change the healthcare industry. We are thoughtful and intentional with every customer interaction understanding the overall impact on human health.

Curious. We ask questions and actively listen in order to learn and continuously improve. We embrace change and the opportunities it presents to make each other better. We strive to be on the cutting edge of science and technology innovation by encouraging creativity.

Impactful. We take our social responsibility with the seriousness it deserves and hold ourselves to a high standard. We improve our sustainability by encouraging discussion and taking action as it relates to our natural, social and economic resource footprint. We are devoted to our humanitarian mission and look for new ways to make the world a better place.

Velsera is an Equal Opportunity Employer:
Velsera is proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, colour, gender, religion, marital status, domestic partner status, age, national origin or ancestry.