Operations Analyst

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Operations Analyst will be responsible for managing and optimizing business operations across departments and verticals. This role is pivotal in improving CRM processes, streamlining operations, and developing reporting systems that provide valuable insights for decision-making. The ideal candidate will possess strong analytical skills, an aptitude for process automation, and a deep understanding of operational workflows and CRM systems.

Responsibilities:

• CRM Optimization & Automation:
• Optimize CRM workflows and processes to improve data accuracy, enhance customer interaction tracking, and streamline communication.
• Assist in developing CRM automation to reduce manual tasks and improve overall efficiency.
• Train and support internal teams on CRM updates and best practices.
• Reporting & Analytics:
• Develop and maintain performance scorecards and dashboards to track business KPIs across all departments.
• Generate and present regular reports to stakeholders, offering insights and recommendations based on data analysis.
• Monitor key metrics and identify trends that can lead to operational improvements.
• Process Improvement & Documentation:
• Assist in the design, documentation, and implementation of business processes related to customer data management.
• Continuously assess current processes for efficiency improvements and implement best practices.
• Work cross-functionally with sales, marketing, and marketing vertical partners to ensure alignment and centralize processes.
• Subscription Management & Billing:
• Work with Cross BU Sales and operation leaders to centralize the process and ongoing maintenance of customer account upgrades and downgrades to ensure accurate adjustments and seamless transitions.

Skills and Competencies:

• Bachelor’s degree in Business Administration, Operations Management, Information Systems, Data Analytics, or a related field.
• Certifications in CRM platforms (e.g., Salesforce Admin Certification) or process automation tools are a plus.
• Additional certifications or coursework in data analysis or business process improvement (e.g., Six Sigma) would be beneficial.
• Knowledge of Python or similar coding languages is a plus.

Experience and Education requirements:

• 2+ years of experience in an operations, CRM management, or data analysis role.
• Proven experience with CRM platforms (e.g., Salesforce, HubSpot) and related automation tools.
• Prior experience in process improvement and cross-departmental collaboration.
• Familiarity with billing systems and subscription account management.
• Hands-on experience with data analysis and reporting software (e.g., Excel, Power BI).

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.