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Analyst, Customer Operations

Pave

Pave

IT, Customer Service, Operations
San Francisco, CA, USA · New York, NY, USA
Posted on Thursday, May 16, 2024

Why join Pave?

At Pave, our vision is simple - Make Compensation Fair.

How are we going to get there? By building the most intelligent compensation platform, powered by the largest real-time compensation dataset on earth.

We partner with our customers to help them build and retain world-class teams through planning, communicating and benchmarking their team’s compensation in real time. And you don’t have to just hear it from usyou can hear it from our customers: Hover, Sweetgreen, Airtable and more.

We’re growing fast, building an incredible team and product, and having plenty of fun as we do it in our San Francisco and New York City offices.

If stretching the rubber band, building with intellectual honesty and focusing on impact sounds exciting - we highly encourage you to reach out. We’d love to partner on our journey to change the world of compensation!

Operations @ Pave:

You’ll be based in our San Francisco or NYC office. You’ll be a core part of our Revenue Operations team, reporting to our Director, RevOps, while collaborating closely with our post-sales leaders.

Data Analysis & Reporting:

  • Collect, analyze, and interpret data related to customer success metrics, including customer satisfaction scores, churn rates, renewal rates, and other key performance indicators.
  • Generate and build reports and dashboards (e.g., Salesforce, Vitally, Looker) to provide insights into forecasting, customer behavior, trends, and opportunities for improvement.
  • Utilize various analytical tools and techniques to identify patterns, correlations, and predictive insights to enhance customer success strategies.
  • Produce reporting and analysis for board meetings (including churn analysis, renewal analysis, onboarding cohort analysis).

Process Optimization:

  • Evaluate existing customer success processes and workflows to identify inefficiencies and areas for improvement.
  • Collaborate with cross-functional teams, including Account Managers, Technical Account Managers, Sales, and Product Development, to streamline processes and enhance the overall customer experience.
  • Establish methods of assessing and monitoring customer health and/or sentiment.
  • Implement automation solutions and tools to improve operational efficiency and scalability.

Customer Lifecycle Management:

  • Develop and maintain a deep understanding of the customer lifecycle journey, from onboarding to renewal.
  • Identify opportunities to enhance customer engagement and satisfaction at each lifecycle stage.
  • Work closely with Account Managers to develop personalized customer success plans and interventions based on data insights

Technology Enablement:

  • Evaluate and recommend customer success software platforms and tools to support operational efficiency and effectiveness.
  • Assist in implementing and integrating new technologies to streamline processes and improve data management within the customer success team.

What we’re looking for:

  • 2+ years’ experience in data analysis, preferably in a customer-facing or operational role.
  • Proficiency in data analysis tools and software, such as Excel, Looker, and Tableau.
  • Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
  • Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
  • Experience working with Salesforce
  • Knowledge of customer success principles and practices is a plus.
  • Thrive in a dynamic startup environment, demonstrating adaptability, resilience, and a willingness to take initiative.
  • Bachelor's or Master's degree in Business Administration, Computer Science, or related field.
Compensation, It's What We Do.

This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Pave's total compensation package for employees. Your total rewards package at Pave will include equity, top-notch medical, dental and vision coverage, commuter benefits, catered lunch, an unlimited PTO policy, and many other region-specific benefits.
Pave's salary range for this position
$106,250$125,000 USD

Our Compensation Philosophy

Pave’s compensation philosophy is to target the 75th percentile of the market for both cash and equity at your job level. This means that the “mid point” of every band at Pave is the 75th percentile of the broader market.

Pave also has a merit-based philosophy when it comes to compensation increases. We run a performance cycle twice per year to evaluate employees’ performance. Higher than average performance ratings result in compensation increases to the upper end of the individual’s compensation range for their role. The result is that high performers at Pave are paid above the 75th percentile of the market at large.

Pave is committed to pay equity. If you get an offer from Pave, it will be based on your level as determined by your interview performance. And nothing else. We explicitly do not negotiate salary and equity to ensure that we aren’t introducing bias that could lead to pay inequities within the team between candidates who have different negotiation tactics.

FAQ’s:

How big is Pave today?

We were founded in late 2019, and have grown to 160 employees across San Francisco, New York and the UK.

Where are the Pave offices?

Our company HQ is in San Francisco's FiDi with a high energy in-person culture. We also have an office in NYC and a hub in England. 🌁 🗽 🇬🇧

What do employee benefits at Pave look like?

As an employee at Pave, you will have your choice of medical, dental and vision insurance, as well as access to mental health services and other perks to promote your wellbeing. To enhance your personal and professional growth, you will have a monthly L&D stipend. We take our snacking seriously - employees receive catered lunch, dinner and many fun snacks throughout the day.

Who are some of Pave’s customers?

Pave is working with 5,500+ companies today, including some of the best technology logos out there like Credit Karma, RO, Faire, Dropbox, Airtable, Sweetgreen, Checkr, Hubspot, Snackpass, Attentive and more!

What can I expect in interviewing at Pave?

At Pave, we value intellectual honesty and transparency, and we bring this to our interview process. Throughout your time interviewing with us, we will be evaluating where you can best make an impact through multiple conversations with your recruiter, hiring manager, peers and cross-functional partners. We also use our interviews to determine leveling, which is finalized at the end of your interview process by your hiring manager. The majority of our roles have 3-5 interview rounds. You can expect to hear back from our team within 7 days of application, as well as within 2 days after each interview round. Once we extend an offer, we hope to hear back from you within 1 week. It is extremely important to us that we find a great mutual fit - we’re excited to get to know you!

More Questions? Check out our candidate resources page!

Pave is committed to a diverse and inclusive workforce. We are an equal opportunity employer and do not discriminate on the basis of race, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. For individuals with disabilities who would like to request accommodation, please email [email protected].