Principal Analyst, Revenue Strategy & Analytics — Customer Success

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,000 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 12,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

Description

TL;DR: Multiverse is looking for an exceptional Principal Analyst to join the Revenue Strategy & Operations team to advise our Customer Success leaders and help build the critical Customer Success infrastructure that supports Multiverse’s retention and growth engine. 

We are looking for a collaborative, data-driven and creative problem-solver who loves diving into the details. The ideal candidate will possess deep expertise in business processes across the customer lifecycle, strong leadership skills with the ability to influence decision-making, and a track record of playing a pivotal role in successful transformations. 

In this role, you will strategically build systems, processes and tools to create best-in-class customer experiences in partnership with our Customer Success leaders and broader RevOps team (Systems and Operations teams specifically). Your expertise will be pivotal in driving Multiverse’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale within our existing customer base. This role will report directly to the Director of Revenue Strategy & Operations. 

Responsibilities

• Advise and partner with our Customer Success leaders, leveraging insights and analytics to refine and advance our go-to-market strategy within our customer base

• Build and drive accurate forecasting of renewals and expansions, while also implementing strategies and processes to better predict performance.

• Execute on critical analytics requests (e.g., defining key metrics, identifying trends and areas of improvement, building net new dashboard builds, reporting for QBRs, etc.)

• Working closely with our GTM Systems team, build and iterate on our Customer Success operations & tech stack (e.g., CRM, workflows, analytics, dashboards, etc) – identify and implement improvements to our existing workflows and processes to improve efficiency for our Customer Success teams. 

• Design and deploy systems and programs to improve the hand-off between our Sales and Customer Success teams to ensure effective delivery of our products and services. 

• Identify areas of improvement in our Customer business and translate them into our business requirements into scalable solutions, either by leveraging our marketing technology stack or implementing new processes across the organisation.

• Develop and deliver strategic programs to improve our high CSAT and NPS scores, in line with our commitment to best-in-class customer service.
  

Requirements

• 6+ years of experience in an analytical role, preferably at a technology company or consulting firm; previous roles may include GTM or Sales Strategy and Operations, Customer Success Operations, etc.

• Strong project management skills, with experience working cross functionally with the likes of Customer Success, Finance, Product, Sales, Marketing and more. 

• Proficient in handling and analysing large data sets utilising Excel and/or Google Sheets, bonus if you have experience with SQL!

• Experience with leading CRM platforms (Salesforce, Hubspot, etc) and experience creating C-suite-level dashboards within said CRM platforms 

• Demonstrated experience with data visualisation tools like Google Data Studio, Tableau, Looker, etc.

• Process and operational thinking: you can tackle a problem independently and quickly iterate to a solution, and then also document it in a way that's easy to understand for all audiences.

• You are a clear, effective communicator and are excited about working in a diverse, distributed team

• You can communicate complex problems and analyses simply to stakeholders across all levels, departments and between both technical and non-technical colleagues

• You have a positive-sum mentality - you’re equally excited about both rolling up your sleeves to get something done and reflecting on the bigger picture

• You are passionate about social and economic mobility and the goal of ensuring that all candidates have equitable access to apprenticeship opportunities 

How we hire

Benefits

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

• Hybrid & remote work offering - with weekly visits to the London office and the opportunity to work abroad 45 days a year

• Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change.

Right to Work

Do you have the right to work in the UK? Unfortunately, at this time we cannot offer sponsorship for this role and we cannot consider overseas applications.

Safeguarding

All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.