Senior Customer Experience Operations Analyst

Akeneo is the Product Experience (PX) company and global leader in Product Information Management (PIM), creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere.

We're all about experience - from the best-in-class product we build to the inspiring environment we create for our employees. You'll grow in a dynamic environment where your ideas and expertise will make an impact from day one. Our flexible work model empowers you to thrive, balancing professional success with personal fulfillment. At Akeneo, you’ll be part of a supportive and collaborative team that values open communication, shared successes, and meaningful relationships.

Learn more about our culture and values via our Career page.

Job description

Join us as Senior Customer Experience Operations Analyst, where you’ll play a pivotal role in enhancing the efficiency and effectiveness of our Customer Success and Professional Services teams, ensuring smooth workflows, data-driven insights, and strategic planning. This position will be key in aligning processes with company goals to deliver exceptional outcomes for customers and the business!

Responsibilities:

• Optimize Customer Success operations by designing territory plans and portfolio allocation strategies, establishing rules of engagement, and leveraging dashboards and KPIs to track performance and identify improvements.
• Develop dashboards and forecasting processes to track Professional Services performance and support regional managers with updates.
• Lead churn and expansion forecasting processes to provide actionable insights for leadership and drive operational readiness for new initiatives, aligning tools, systems, and workflows.
• Optimize tools and systems (e.g., Salesforce, Catalyst, JIRA) and continuously improve department workflows while driving efficiency and scalability.
• Analyze churn root causes, implement corrective actions, and collaborate on retention strategies to improve customer retention.

Qualifications

• You have +3 years of experience in a revenue operations role within the SaaS industry supporting Customer Success and Professional Services teams.
• You are proficient with CRM and Customer Success systems (e.g., Salesforce, Catalyst) and BI tools (e.g., Tableau, Looker).
• You have excellent communication skills, with a proven ability to influence stakeholders.
• You have strong analytical skills and are familiar with forecasting models and operational KPIs.

Life at Akeneo

Culture

Diverse, cross-cultural team.

Annual All Staff gathering week, office parties, team offsites.

Top-notch 8-week onboarding programme for new teammates, including live presentations, online courses you can take at your own pace, and an exhaustive checklist with all the resources, calls-to-action and support contacts for a smooth integration into the company.

General

Competitive package and complementary health insurance.

Time off

Flexible working hours and hybrid setup (up to 3-4 days per week working from home).

16 weeks (France) / 26 weeks (UK) paid maternity leave (33 days paid leave if you are the second parent).

Gradual Return to Work program after maternity or adoption leave.

Work from Anywhere Scheme - Explore the possibility of working from anywhere in the world for up to 30 days per year.

Health & Wellness

Individual and confidential coaching sessions with a mental health practitioner of your choice.

Equipment

Best-in-class communication and collaboration tools: Slack, Notion, Google Suite, Jira, GitHub...

A €500/£450 personal hybrid working allowance to maximize your home office environment.

Professional Development

Participation in in-house events welcoming external guests (i.e. Meetups) or industry events.

A €/£1,000 learning budget per employee per year.

Perks & Discounts

Get your Swile lunch card funded at 50% by the company (France only).

Comité Social et Economique: advantages and deductions on cultural activities, entertainment etc. (France only.)

Take advantage of our company crèche whether you need a nursery spot (subject to availability), emergency childcare, or care for Wednesdays and school vacations. (France only.)

A €45/£80 per month Sustainable Transportation Allowance to support eco-friendly commuting options such as public transportation, biking, or carpooling if eligible.

Corporate Responsibility

Employee Volunteering program: give back to the community with 2 days per year dedicated to supporting the charities of your choice.

Join one or several of our Employee Resource Groups and take an active part in promoting diversity and inclusion within our company.

Diversity & Inclusion: Akeneo provides and ensures a safe work environment for everyone, regardless of seniority, gender identity, and expression, sexual orientation, disability, mental illness, neuro(a)typicality, personal appearance, body size, race, ethnicity, age, religion, nationality, or other characteristics. Akeneo is deeply anti-racist, anti-homophobic, anti-sexist, anti-ableist, and inclusive. We create the right conditions for you to feel safe and be yourself.

Interview process

• Say hi! If your application has caught our attention, you will receive an invitation to a 30-minute conversation with one of our Talent Partners, where you’ll learn more about the role and about Akeneo.
• Meet your future manager! This 45-60 minute interview will allow you to go in more depth into what the role entails and discuss your experience and skills.
• Meet the team! Project yourself into the reality of the position and confirm our company culture fits you with one or two additional interviews with your future colleagues or stakeholders.
• Sign your offer!

At all stages of your recruitment process, our Talent Acquisition team is committed to giving you an update in a one-week time frame.

So? Is this job description all about you? Then what are you waiting for - click that Apply button so that we can meet you without further delay! Feeling hesitant because you think you’re not checking 100% of the requirements for the job, but still feel confident and motivated to grow into the position? Don’t hesitate to apply anyway, or reach out to us for questions or clarifications!