Operations Analyst

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  • 20%+ annual employee promotion and transfer rate
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

• Manage and administrate enterprise operational tools (e.g. Pendo, SFDC, Relias Connect, etc.) to strategize, build, manage, and maintain complex digital customer journeys and automated outreaches. 
• Collaborate with internal teams to identify pain points in the client experience and run and analyze reports to determine where automation or digital intervention is needed, and the impact existing automation has had on metrics. 
• Collaborate with management on research and identification of potential new tools, efficacy of current tools, and involvement in kickoff/implementation of new tools
• Other duties as assigned

• CRM Tool Management - proficiency in utilizing CRM tools to manage clients, track interactions, maintain accurate records, encompassing all data, processes, and workflows to complete job duties and serve as a central repository for information that supports sales, marketing, customer service, and other customer-facing functions
• Communication - skills and abilities necessary to effectively convey and exchange information, ideas, and feelings between individuals or groups using various verbal and non-verbal methods to deliver messages clearly, accurately, and appropriately, while also actively listening and understanding the messages received
• Relias Product Knowledge - The ability to understand, apply, and communicate comprehensive knowledge of Relias’ products, services, and solutions. This includes familiarity with the features, functionality, processes, and benefits of offerings, as well as how they align with customer needs and organizational goals. The operations analyst demonstrates expertise by leveraging this knowledge to analyze processes, identify opportunities for improvement, and support decision-making. They actively stay informed about updates, changes, and trends related to the product portfolio and use this insight to provide accurate information, solve challenges, and contribute to strategic initiatives.
• Problem-solving - The ability to identify, analyze, and resolve complex issues by applying critical thinking and sound judgment. This includes gathering and evaluating relevant information, exploring alternative solutions, and making well-informed, effective decisions to address challenges. The operations analyst demonstrates a structured, solution-oriented approach by breaking down problems into manageable components, anticipating potential obstacles, and implementing practical, efficient strategies to achieve desired outcomes.
• Collaboration - The ability to work effectively and inclusively with others to achieve shared goals and foster a positive team environment. This includes building and maintaining strong working relationships, actively listening to diverse perspectives, and contributing to a culture of trust, respect, and open communication. The operations analyst demonstrates teamwork by sharing knowledge, supporting colleagues, and leveraging individual strengths to drive collective success. They value diverse viewpoints, resolve conflicts constructively, and maintain a solutions-focused attitude to ensure alignment and progress within the team and across departments.
• Time-management - The ability to prioritize, plan, and execute tasks efficiently to meet deadlines and achieve goals. This includes effectively managing workload, allocating time to high-impact activities, and maintaining focus in order to balance multiple priorities in a fast-paced environment. The operations analyst demonstrates organization, attention to detail, and proactive planning by setting clear objectives, breaking projects into manageable steps, and monitoring progress to ensure timely completion.
• Adaptability - The ability to adjust effectively to changing circumstances, priorities, and demands in a dynamic work environment. This includes being open to new ideas, learning from experiences, and modifying approaches to meet evolving business needs. The operations analyst demonstrates flexibility by maintaining focus, problem-solving, and delivering results even under ambiguity or shifting priorities. They exhibit resilience, a proactive attitude toward change, and a willingness to embrace innovation and continuous improvement.

• 3 years of experience in an Operations or Customer Success environment OR 3 years of experience as an Operations Specialist or equivalent relevant job role          

• Bachelor’s degree in business, communication, hospitality, computer science

• Previous SaaS experience
• Previous experience with SFDC
• Previous experience with Gainsight, Pendo, or other digital adoption tools
• Experience managing multiple projects simultaneously
• Experience learning new digital adoption tools
• Experience implementing new digital adoption tools
• Experience creating complex digital customer journeys