Operations Analyst

| Chicago
At Relativity, we make software to help users organize data, discover the truth, and act on it. Our e-discovery platform is used by more than 13,000 organizations around the world to manage large volumes of data and quickly identify key issues during litigation, internal investigations, and compliance projects.
Here you can own your career in a community of values-driven people who help our customers around the world solve complex data challenges. If this sounds like the place for you, check out the details of this position below.
As an Operations Analyst, Customer Success, you will be responsible for assisting the Operations Manager in overseeing the operations of the Customer Success and Support teams. The Operations Analyst, Customer Success provides data analysis in support of the strategy and initiatives driven by the Operations Manager, is accountable in maintaining the integrity of the data they are responsible for, and is accountable for executing on process improvements for the clients they support.

Role Responsibilities

  • Work on initiatives that focus on driving efficiencies and the streamlining of processes through accurate reporting and data analysis, such as workforce management for our Customer Support teams.
  • Accountable in being the subject matter expert as it pertains to data governance for the Customer Success.
  • Run, interpret and share data and performance results with stakeholders, this may include standardized reports on a daily, weekly, and monthly basis from various inputs (Salesforce, Gainsight, etc.) using various outputs (Excel, PPT, Tableau).
  • Be the liaison between this team and other departments as needed, using the communication methods designated by Relativity.
  • Expert in how the Customer Success teams utilize Salesforce, Gainsight, and all other tools to help identify process improvements.
  • Understand the client journey, specifically between Customer Success and Sales, to provide support of the churn forecast and analysis as needed.
  • Assist in the discovery work needed in pursuit of new program creations, including but not limited to, data collection, scrubbing and presenting.
  • Being a subject matter expert for Customer Success, can identify bottlenecks and use business acumen, data, and resources available to make recommendations accordingly.
  • Run ad hoc projects as needed that are data driven, focusing on success metrics specific to teams. 

Qualifications

  • BA/BS degree
  • 2+ years’ work experience, quantitative field preferred
  • Ability to travel 10% of the time
  • Exceptional skills in Microsoft Office, including Outlook, Excel, Word and PowerPoint, with an emphasis on Excel
  • Salesforce and Gainsight experience preferred
  • Professional written and verbal communication skills
  • Strong analytical mindset
  • Ability to manage multiple tasks and projects
  • Ability to learn on the fly
  • Strong attention to detail

Relativity has over 160,000 users in 40+ countries from organizations including the U.S. Department of Justice, more than 70 Fortune 100 companies, and all of the Am Law 200. Relativity's cloud solution, RelativityOne, offers all the functionality of Relativity in a secure and comprehensive SaaS product. Our company has also been named one of Chicago's Top Workplaces by the Chicago Tribune for seven consecutive years. If you’re ready to grow with us, we’d love to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • ScalaLanguages
    • AzureLanguages
    • ChefLanguages
    • PowershellLanguages
    • JenkinsLanguages
    • Node.jsFrameworks
    • MySQLDatabases

Location

We’re a community of passionate, life-long learners tackling challenging problems. We care about each other and about our community.
231 South LaSalle Street, Chicago, IL 60604

Insider's spotlight

What’s the vibe like in the office?

We always have our team members in mind. We treat each other like internal customers, going above and beyond when delivering on any request. These gestures of thanks show our genuine appreciation for one another.

Jessie

Manager, Accounting

How do you collaborate with other teams in the company?

Our colleagues and customers are intelligent—we can learn from them by asking questions and digging a little deeper into the 'how and why' of our software and industry, as everyone brings something different to the table.

Danielle

Manager, Certification

What makes someone successful on your team?

Being great at your job means attacking the tough problems in technology and our industry with enthusiasm, and getting satisfaction from making life better for our customers.

Dan

Architect

What are Relativity Perks + Benefits

Relativity Benefits Overview

We have a great selection of benefits from very competitive insurance plans to fun office perks!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Bonuses are based on a combination of how the company performs as well as how the individual performs.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Everyone starts with 18 days of PTO, plus 11 paid holidays every year. Our office is also closed between Christmas and New Years, which does not take away from your PTO balance.
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Tax-free transportation opportunities.
Company Outings
We have our annual Summer Jam (picnic that includes friends and family), our User Conference - RelativityFest, and a holiday party each year.
Game Room
Our Cafe houses ping-pong, foosball, and a variety of arcade games - including Killer Queen (a multi-player game that is one of few in the country).
Stocked Kitchen
We have tea, coffee (including fancy espresso machines), a variety of LaCroix, soda, and many other things. We also have fresh fruit delivered twice a week in our pantry areas.
Some Meals Provided
Meals are often provided during morning or afternoon training sessions. There is also always plenty of leftover food from such meetings that employees can dive into after the attendees are finished.
Happy Hours
Different for each team, but always a great time!
Recreational Clubs
RelWOW (Relativity Women of the Workplace), Several Intramural Sports Teams (kickball, softball, volleyball, etc.), Vertikal (climbing group), Working Moms Group, Queeries, and several more.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
All full-time employees (non-contract) receive $3,000/year to pursue professional development opportunities.
Diversity Program

Additional Perks + Benefits

We also offer a Divvy bike share discount, have Fooda discounts in the office, and offer DRYV Laundry Service for those who have workout clothes that need washing!

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