Field Operations Analyst

Innovu is a growing Pittsburgh, PA-based data analytics company providing comprehensive solutions that enable advisors and their employer clients to optimize their benefits strategy, human capital risk management, and health benefit design.

Overview

Innovu's Field Operations Analyst provides the infrastructure and support behind the full client lifecycle - from pre-sales and sales enablement, to a clean hand-off into Operations, and ongoing reporting that supports Client Experience (CX) in managing client health, retention, and upsell opportunity. This role reports to the Director of CX Operations and works cross-functionally with Managing Directors, Directors of Strategic Partnerships, Sales, Finance, Marketing, Project Management, and Operations to keep the client lifecycle running smoothly and the data behind it clean and reliable.

Key Responsibilities

Sales & Field Support

• Manage, coordinate, and produce Sales forecasting, Sales Performance analytics (KPIs: Activities, Pipeline, sales reports), cross-functional team items (Onboarding, Annual Recurring Revenue), and ad hoc items (conference follow-up tasks) for Biweekly Territory Calls with Managing Directors (MDs)
• Manage the Quarterly Territory Rotation with Executive Sales Leadership & MDs
  • Review completed activity, current pipeline, and alignment with MDs' yearly business plan
• Support Managing Directors in underwriting sales opportunities and responding to Requests for Proposals (RFPs)
• Support Managing Directors and Directors of Strategic Partnerships in generating lead qualifications and identifying KAM employer accounts for upsell
• Generate sales Order Forms (OF) and manage Good Order collection (OF + Pre-Implementation Checklist) through to completion
  • Provide a weekly report to leadership on New & Aged OF/PIC status
  • Utilize CRM to streamline OF generation for new clients, new data feeds, and point solution requests
• Coordinate paperwork for client renewals
• Assist in client change/termination/retention tracking within CRM (Zoho)
• Train Managing Directors on the CRM (Zoho) and additional Sales Tools (Seismic, ZoomInfo, Miedge, etc.), including tool maintenance and keeping client information current

Client Lifecycle Data Integrity & Hand-Off to Operations

• Own the data integrity checkpoint between Sales and Operations - ensuring the field (Managing Directors, Inside Wholesalers) is following defined wireframes and procedures and properly leveraging CRM/intake tools throughout the client lifecycle
• Partner with Operations to ensure a clean, complete hand-off of client data and documentation at each stage of the lifecycle
• Identify and escalate process or data gaps that put a clean hand-off at risk, and support process refinement to close them

Client Health, Retention & Upsell Reporting

• Own and produce ongoing client health and retention reporting for CX leadership
• Analyze client engagement and account data to identify upsell and expansion opportunity, flagging KAM employer accounts for MDs and Directors of Strategic Partnerships
• Partner with CX to translate client health findings into action for retention and growth conversations

Technical Support

• Manage and develop CRM (Zoho) capabilities to capture new business needs for better documentation and streamlining
• Manage and develop CRM (Zoho) dashboards to improve visibility for Sales, MD, and client health analysis

Cross-Functional Liaison Between Departments

• Serve as liaison between Field Operations, Sales, Marketing, Finance, Operations, and CX
• Ensure the marketing collateral repository stays current with sell sheets, case studies, and pricing; hold a recurring meeting with Marketing on repository/distribution items for the Sales team
• Assist in executing marketing requests related to sales operations
• Assist in the deployment of new product/functionality to the sales team

Qualifications

Required:

• Bachelor's degree or equivalent experience
• Minimum of 3+ years of experience in sales support, operations support, and/or reporting analyst responsibilities
• Self-starter with strong organizational skills and attention to detail
• In-depth understanding of the sales process and client lifecycle
• Strong written and verbal communication skills
• Experience using and managing a CRM system (e.g. Zoho, Salesforce, HubSpot, Monday)
• Proficiency with Microsoft 365 (Outlook, Excel, Teams)
• Advanced Excel knowledge
• Desire to become part of and help create our extraordinary culture

Bonus Qualifications:

• Prior experience in the technology, benefits consulting, healthcare, insurance, or pharmaceutical industry
• Work experience in an entrepreneurial environment, particularly a startup or early growth company

What We Offer

• Mission-driven culture where your contributions have real impact
• Flexible work arrangements
• Collaborative work environment
• Growth and advancement opportunities
• Low cost medical, dental, and vision insurance
• 401(k) plan with an employer match
• Company paid life insurance, short-term disability, and long-term disability coverage
• Paid time off
• Paid parental leave
• And more!

Compensation will be determined based on the candidate's qualifications and location at the time of offer.