Revenue Operations Analyst

Job description

Who We Are:

SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers™, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before.

SOCi is recognized by Fast Company as one of the World's Most Innovative Companies, and is trusted by nearly 1,000 top brands—including Ford, Ace Hardware, Kumon, Liberty Tax, and more—to automate and optimize local marketing tasks across all locations. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi-location brands manage and scale their marketing efforts. You can view our Awards and Accolades here!

About the Role

We are seeking a highly organized, analytical, and process-oriented Revenue Operations Analyst to support our Customer Success, Sales, and Marketing organizations. This role will serve as a key operational partner across the customer lifecycle, helping teams operate efficiently through strong queue management, Salesforce administration and reporting, Customer Success operations, and cross-functional process management. The ideal candidate is comfortable working across multiple teams, can translate business needs into operational solutions, and has advanced Salesforce reporting skills. This person should be equally comfortable investigating an operational issue, building an executive-ready dashboard, coordinating a cancellation across multiple departments, and identifying opportunities to improve the underlying process.

Key Responsibilities

Revenue Operations Queue Management

• Own the day-to-day management of the Revenue Operations request queue.

• Review and triage incoming cases, determine priority and appropriate ownership, and route requests to the correct Revenue Operations team member or functional owner.

• Manage assigned cases from intake through resolution, ensuring timely communication and appropriate follow-up with stakeholders.

• Monitor queue health, aging, volume, and resolution times to ensure requests are addressed within established service-level expectations.

• Identify recurring requests and issues that may indicate opportunities for process improvement, automation, documentation, or enablement.

• Maintain clear documentation of case resolutions and operational changes.

Customer Success Operations

• Serve as a primary Revenue Operations point of contact and operational partner for the Customer Success organization.

• Partner with Customer Success leaders and team members to understand business requirements and translate them into scalable processes, reporting, and system improvements.

• Support changes and enhancements to Salesforce and other Revenue Operations tools used by Customer Success.

• Partner closely with Customer Success Enablement to ensure alignment and understanding of processes, tools, documentation, and enablement assets impacted by operational changes.

• Help document and standardize Customer Success operational processes and identify opportunities to improve efficiency and scalability.

• Support testing and quality assurance for system, workflow, and process changes before deployment.

Cancellation & Offboarding Operations

• Manage and oversee the end-to-end customer cancellation process.

• Coordinate across Customer Success, Implementation/Offboarding, Billing, Finance, and other stakeholders to ensure cancellations are processed accurately and on time.

• Perform quality assurance throughout the cancellation process to ensure required information is complete, systems are updated appropriately, and downstream teams receive the information they need.

• Identify and resolve discrepancies or process gaps that could impact customer offboarding, billing, reporting, or revenue data.

• Maintain documentation and controls to ensure a consistent and auditable cancellation process.

• Analyze cancellation trends and surface insights or recurring operational issues to Revenue Operations and Customer Success leadership.

Reporting & Analytics

• Develop and maintain Salesforce reports and dashboards supporting Sales, Customer Success, Marketing, and Revenue Operations.

• Partner with business stakeholders to understand reporting requirements and translate them into accurate, actionable reporting.

• Provide Clari and CAP reporting to Customer Success leadership as needed.

• Build recurring and ad hoc reporting to support leadership decision-making and operational reviews.

• Perform quality assurance and validation of reporting to ensure data accuracy and consistency.

• Investigate discrepancies across Salesforce and other revenue systems and partner with appropriate teams to resolve data issues.

• Help establish consistent definitions and reporting methodologies for key revenue and customer metrics.

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