Customer Success Analyst II

## Description

## **Position Summary**

---

Red Cat Holdings is a leading technology company focused on developing and integrating advanced unmanned aerial systems (UAS) and unmanned service vehicle (USV) solutions for military, government, and commercial operations. Through its family of subsidiaries, Red Cat delivers mission-critical technologies that support defense readiness, situational awareness, and operational efficiency across complex environments.

The Customer Success Analyst II supports customer operations, aftermarket services, and cross-functional business activities across Red Cat Holdings and its subsidiaries. This role combines customer success responsibilities with operational coordination, reporting, and data analysis to help improve customer satisfaction, business visibility, and operational efficiency.

The ideal candidate is organized, detail-oriented, and analytical, with experience supporting customer-facing operations in a fast-paced environment. This individual will collaborate closely with Customer Support, Finance, Revenue Operations, Sales Operations, Supply Chain, and subsidiary teams to ensure efficient execution of customer requests and internal business processes.

---

## **Essential Duties and Responsibilities**

---

**Customer Success & Operational Support**

• Manage out-of-warranty service and repair requests, including customer communication, quotation coordination, approvals, and status updates.
• Support customer spare parts fulfillment activities across multiple business units and subsidiaries.
• Partner with Revenue Operations and Sales Operations teams to ensure accurate and timely processing of customer orders and requests.
• Monitor customer priorities and communicate potential issues or escalations to appropriate stakeholders.
• Assist with improving customer experience through process enhancements and operational support initiatives.
• Maintain strong relationships with internal and external stakeholders to ensure customer needs are addressed effectively.

**Data Analytics & Reporting**

• Develop, maintain, and analyze operational reports and dashboards related to customer support, repair operations, inventory, and order fulfillment.
• Track and report on key performance indicators (KPIs) and service metrics.
• Identify trends, process inefficiencies, and opportunities for improvement through data analysis.
• Generate recurring and ad hoc reports for leadership and cross-functional teams.
• Support inventory analysis, forecasting activities, and operational planning initiatives.

**Cross-Functional Collaboration**

• Work with Finance teams to maintain accurate customer pricing, service rates, and price lists.
• Coordinate with Supply Chain and Operations teams to support inventory planning and material availability.
• Collaborate across multiple Red Cat subsidiaries to support consistent customer support processes and reporting standards.
• Participate in continuous improvement initiatives focused on operational effectiveness and scalability.

**Systems & Process Management**

• Utilize CRM and ERP systems to manage customer information, operational workflows, reporting, and order tracking.
• Ensure data accuracy and integrity across business systems.
• Support the creation, maintenance, and improvement of standard operating procedures (SOPs) and business processes.
• Assist with system audits, data validation, and process documentation efforts.

---
## **Required Qualifications**
---

• Bachelor's degree in Business, Operations, Analytics, Supply Chain, Finance, or a related field preferred.
• 2–4 years of experience in customer success, business operations, sales operations, customer support, business analytics, or a related field.
• Strong analytical skills with the ability to interpret data and communicate actionable insights.
• Experience supporting customer operations in a manufacturing, aerospace, defense, technology, or similar environment preferred.