Commercial Operations Analyst

About the Role

The primary function of this role is to support our Dealer Relations ("DR")/Customer Success team with data, insights, planning and coordination. Our DR team is responsible for the day‑to‑day dealer partner relationship management, revenue growth, and championing the adoption and ongoing use of our product in their dealerships. You will be responsible for reporting, performing analyses, implementing process optimizations, and supporting adoption of best practices in the DR team.

Responsibilities

• Lead the creation and delivery of regular reporting to executive leadership providing analytical insights into core KPI metric trends and impact to the commercial organization.
• Create and own robust reports & dashboards that measure and track company KPIs and DR metrics, such as retention and integration. Own key weekly, monthly, quarterly operational processes, such as forecasting (Retention rate, upsell, cancels, rescissions, etc), promotional program performance, etc.
• Facilitate adoption of existing account upsell programs in coordination with Enablement team.
• Refine existing processes for DR Operations and related functions to roll out and deliver them with the necessary Salesforce infrastructure and documentation.
• Support DR management team on modelling structural changes that deliver scalability in DR org, using customer segmentation and DR process improvement initiatives.
• Generate actionable insights that drive product adoption and maximize customer value, ensuring strong renewals and accelerating wallet and market share growth.
• Identify data inconsistencies and develop/implement processes to enforce process/data consistency across our sales tools. Find ways to improve data input quality and assist with the maintenance of data accuracy within Salesforce for our portfolio of accounts.
• Design and implement processes that provide clear visibility and meaningful insights into pipeline trends resulting in workflow optimization.
• Identify expansion revenue streams and facilitate regional team plans to achieve expansion targets.
• Identify process automation and improvement opportunities across systems and tools and work with cross‑functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance.
• Promote customer success principles and best practices within DR support teams.
• Ensure business processes are well‑communicated, timely and compliant, and any gaps are identified.

Who you are

• 3+ years of professional work experience in commercial or operations roles
• Strong analytical, problem‑solving, planning, and project management skills
• Strong organization skills and delivery of assignments in a timely manner
• Strong interpersonal, communications, negotiation, writing, speaking, listening and storytelling skills
• Proficient Microsoft Office Suite user, especially in Excel and PowerPoint
• Familiarity with Power Query & SQL
• Ability to work cross‑functionally and independently
• Succeeds in a dynamic environment with rapidly changing priorities

Preferred Qualifications

• Experience in customer success or other client‑facing role a huge plus.
• Strong project management skills, ability to multi‑task and prioritize with clear deliverables across multiple customers in tight timelines.
• Experience analyzing data in CRM systems, preferably Salesforce.
• Ability to precisely describe business problems and process/data gaps.
• Experience with visualization tools: PowerBI/Tableau/Salesforce Dashboards/other.

Expected Hours of Work

This is a full‑time position. Generally, work is performed Monday through Friday, though holidays and weekends may be required.

Location

London, ON, Canada; Travel to NYC Office and/or other locations for business meetings as requested.

Equal Opportunity Employer

We are an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.