CSM Strategy & Operations Analyst

Job Description

We are Multiverse, a tech scaleup with a social mission. We’re creating a diverse group of future leaders by building an outstanding alternative to university and corporate training, through the power of professional apprenticeships.

We’re one of the fastest-growing businesses in Europe and rapidly expanding in North America, working with over 500 clients including McKinsey & Co, Morgan Stanley, Verizon, and Visa. In June 2022, we broke the EdTech funding record (again!) by announcing our $220m Series D, making Multiverse the UK’s first-ever EdTech unicorn.

Join us on our journey to democratising access to the best careers and learning opportunities.

The Opportunity:

We are looking for a CSM Strategy & Operations Analyst to join our rapidly growing Go-To-Market Operations team. Working closely with leaders across Customer Success Management and the wider business, you will focus on providing critical business insights and analysis to identify, monitor and measure the success of key strategic initiatives, identify opportunities, and drive impactful, data-driven decisions globally. All things revenue, retention, churn, and customer satisfaction will be at the heart of your work as Multiverse continues to scale in both the UK and US markets.

Responsibilities:

• Gather, analyze, and present data and information from multiple data sources and create reports to evaluate the achievement of sales targets, monitor forecasting, and measure strategic objectives.

• Act as a strategic advisor to CSM Leadership, using data to inform key business decisions, productivity planning, and forecasting.

• Regular reporting and modelling of specific CSM initiatives, regional expansion, and client retention and churn.

• Increase CSM team productivity by identifying process improvements across the teams and within the wider business.

• Lead on supporting the team with ad hoc insights, dashboard queries, and data requests.

• Work closely with Regional Directors, the AVP, and VP within our CSM team, to understand their reporting needs and translate these into business, functional, and technical requirements.

• Support and promote a wider data culture within CSM, to ensure the adoption of key data processes and tools, and work closely with Multiverse’s central Data team to develop new resources.

About you:

• 3+ years experience in a related role within a CSM function or fast-growing B2B environment, management consultancy, or similar.

• Experience in turning data into actionable insights, building models, and tracking indicators to drive action and impact.

• Enjoy navigating uncertainty and answering complex business decisions independently

• Energised by a busy and dynamic working environment, working collaboratively with various departments and stakeholders.

• Experience working with a range of datasets, undertaking analysis with great attention to detail.

• Confident in presenting data to a range of audiences, including senior leadership, to deliver insights that land with impact.

• Strong expertise in quantitative analysis: using MS Excel / Gsheets, strong plus if you have experience working with databases for analysis, data visualisation tools, or SQL.

• Proactive and intellectually curious, with a track record of identifying strategic opportunities that have positively impacted revenue or other business outcomes.

• Prior experience working in CSM Strategy, Sales Strategy or Operations, Management Consulting, or Finance.

• Passionate about social mobility and doing social good.

Benefits:

• Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days, and 4 company-wide wellbeing days.

• Health & wellbeing - private medical Insurance with Bupa, a medical cashback scheme, life insurance, and access to Spill - all-in-one mental health support.

• Hybrid & remote working - weekly visits to the London office.

• Equity - every Multiverse employee has ownership in the business through equity options.

• Team fun - weekly socials and regular offsite events.

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.