Senior Customer Success Operations Analyst - (IGT1 Lanka: Billtrust)

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company. 

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives. 

With a team of over 300 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary. 

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives. 

The Senior Customer Success Operations Analyst (CSOA) will be responsible for collecting, preparing, maintaining, and analyzing data as it relates to Customer Success operations. Taking directions from key leadership within the Customer Success organization, the CSOA will rely on team support & feedback while being independently accountable for delivering results. The successful CSOA will demonstrate natural curiosity and have the technical proficiency to build & analyze KPIs, as well as offer insight in a consumable format by a wide variety of audiences. The CSOA will be accountable for the preparation and delivery of accurate results with a strong customer focus and a keen eye for detail while exhibiting a nimble approach to fluctuations in assignments and task prioritization.

Job Responsibilities

• Compile and analyze data from different systems and databases as they relate to Customer Success to provide analytics and KPI measurements in meaningful ways to end users
• Acquire a solid understanding of the data, various data collection systems and reporting
• Suggest and implement solutions to optimize reporting and processes
• Identify and develop useful business analytics, interactive dashboards, and reports that provide insights that can be easily interpreted to improve business performance and revenue growth
• Actively engage in development and continual improvement of reports, data extracts, and analytics as appropriate
• Partners with end-users through proactive outreach to understand and support their reporting requirements, as well as provide meaningful insights aligned with their’ strategic goals that enable current state assessment and future potential.
• Deliver reporting, data, and analysis to a wide variety of audiences, up to and including executives.
• Understand the strategic objectives of key, individual areas within the Customer Success team, as well as the overall Customer Success organization
• Evaluate existing processes to identify gaps and/or recommend improvements
• Design, develop, and evaluate recurring and ad hoc reporting/dashboards to monitor the business and our products using best practices in data visualization and reporting tools, including Power BI.

• Bachelor’s degree in finance, Business, Accounting, or a related field.
• 4–6 years of relevant professional experience as a Business Analyst, Data Analyst, or in a similar role.
• Proven ability to create, maintain, analyze, and report on business data in a fast-growing organization.
• Strong analytical skills with the ability to collect, organize, and interpret large amounts of information with high attention to detail and accuracy.
• Proficiency in Microsoft Excel; experience with Power BI or similar data visualization tools is highly preferred.
• Skilled in using SQL databases and handling large, complex datasets.
• Ability to adapt to changing ideas, responsibilities, and processes.
• Comfortable working collaboratively with various departments such as Finance, Data Intelligence, and Professional Services.
• Active listener with a focus on understanding root causes and providing practical solutions.
• Critical thinkers with a strong investigative mindset.
• Excellent written and verbal communication skills.
• Demonstrates learning agility and a strong desire for continuous development.
• Experience with platforms such as Gainsight, Clarizen, Salesforce, and Totango is preferred, but not required.
• Working on US shift hours