Operations Analyst

Job Description

The Operations Analyst is a highly motivated, team-oriented individual who works closely with team leadership, functional leaders and employees to monitor metrics across channels, follows defined processes and takes corrective action to support functional outcomes. Reacts to changing business patterns in a way that will position CDK to deliver process excellence and adoption throughout the organization. The primary function of the Operations Analyst is to ensure accuracy and compliance of processes execution for a function or region that results in measurable performance and identification of areas for optimization. This position is empowered to make decisions to achieve business objectives. Position Responsibilities & Essential Functions Salesforce (SFDC) Management: Serve as the subject matter expert for all SFDC processes and data related to the Customer Success team. Design, build, and maintain advanced reports and dashboards in SFDC to track key performance indicators (KPIs) such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), churn, product adoption, and customer health. Manage custom objects, fields, formulas, validation rules, and workflows within SFDC to support CS business requirements. Process & Strategy: Partner with CS leadership to translate strategic objectives into operational processes within our tech stack. Identify opportunities for process automation to improve the efficiency of the Customer Success Manager (CSM) team. Data Analysis & Insights: Analyze customer data to identify trends, risks, and opportunities, presenting findings and recommendations to CS leadership. Develop and maintain a comprehensive customer health scoring model by synthesizing data from multiple sources. Support forecasting for renewals, churn, and expansion opportunities. Collaborate with Sales Ops and IT to optimize the integration architecture for scalability and performance. Totango & SFDC Integration: Own and manage the end-to-end data integration between Salesforce and Totango, ensuring data integrity, accuracy, and timeliness. Troubleshoot and resolve synchronization issues, mapping discrepancies, and data flow errors between the two platforms. Qualifications Minimum: Salesforce Administrator (Preferred - Certified) Salesforce Reports and Dashboards Automation: Building and maintaining workflows, process builder flows. Establish Integration between Salesforce and other platforms Strong documentation skills Preferred Education/Experience Minimum Preferred: 3-5 Years of experience as Salesforce Administrator At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact. CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law. Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.