Customer Success Operations Analyst

Hansen Technologies

. Operate and maintain the customer health model for Energy and Utilities accounts .

Posted 10/30/2026full-timePune • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer health models and operational processes, with a strong focus on data quality, retention metrics, and cross-functional collaboration. Proficient in utilizing Microsoft 365 and Power BI for analytical reporting and insights.

Highest-signal resume keywords

Microsoft 365Power BISQLCustomer SuccessData Quality Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ModellingCustomer Health ModelsRisk FrameworksDashboardsRenewal ReadinessGross Revenue RetentionNet Revenue RetentionCustomer Sentiment AnalysisOperational ReportingCommercial Reporting Processes

Soft Skills

Analytical CapabilityOrganizational SkillsDetail-OrientedCross-Functional SupportProcess Adherence

Tools & Technologies

Dynamics 365CRM Data

Industry Keywords

Energy and UtilitiesCustomer Sentiment ProgrammeNPS Survey OperationsRevenue OperationsAccount Management

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Operate and maintain the customer health model for Energy and Utilities accounts
Keep health scoring criteria up to date, including customer sentiment, executive engagement, and value realisation
Raise customer risk flags, route them to relevant stakeholders, and track intervention through remediation
Maintain visibility of contractual notice windows and renewal dates
Manage renewal readiness and develop account-level revenue retention forecasts
Run the customer sentiment programme, including NPS survey operations, response tracking, and analysis
Produce customer success reporting packs covering health distribution, risk and intervention status, adoption, sentiment, and monthly business review inputs
Partner with Revenue Operations, Finance, and the Senior Revenue Analytics Manager to reconcile gross and net revenue retention reporting
Improve Dynamics 365 data quality and process adherence across lifecycle stages, health scores, Customer Success Plan records, and activity capture

Requirements

What you’ll need

Hands-on experience with Microsoft 365 and Power BI is essential
Experience with SQL and data modelling is highly desirable
Strong analytical and operational capability
Experience turning customer, commercial, or operational data into clear insight and action
Experience with customer success, revenue operations, sales operations, renewals, account management, or commercial reporting processes
Experience building and operating customer health models, risk frameworks, dashboards, or recurring business review reporting
Strong understanding of retention, renewal readiness, customer sentiment, adoption, gross revenue retention, and net revenue retention metrics
Experience working with CRM data and processes
Ability to improve data quality and adoption across teams
Highly organised and detail-oriented
Ability to manage regular reporting cycles and maintain documentation
Ability to support cross-functional stakeholders
Comfortable working in a build environment where processes, measures, and reporting are being established for the first time

Benefits

Comp & perks

Diverse, inclusive, and collaborative global team
Equal opportunity employer
Opportunity to work across geographies with talented teams
AI-enabled, innovation-focused work environment