Lifecycle Operations Analyst

PowerOptions is a not-for-profit energy-buying consortium serving nonprofit and public entities across New England. The Lifecycle Operations Analyst will support the full Member journey through lifecycle optimization, Salesforce data management, reporting, analytics, feedback programs, and KPI tracking. The role will help teams improve retention, renewal, engagement, and cross-product participation.

What you'll do:

• Map and measure key touchpoints across the Member lifecycle (nurturing, onboarding, engagement, renewal, win-back, and churn) for 800+ Members. Our services include energy supply, energy management, building decarbonization, compliance, distributed generation, clean transportation, and policy and regulatory support
• Monitor Member enrollment across products and services. Find gaps and overlaps, and recommend ways to broaden each Member’s portfolio
• Work with Functional Team Leads to find friction points and improve the Member journey, especially where Members use more than one offering at the same time
• Run the Member feedback cycle, including the systems that collect, track, and report on surveys and Net Promoter Scores
• Support key Member journey events, including onboarding, dues collection, and renewal
• Support data integration and hygiene in Salesforce, including Member records, product and service enrollment, Membership status, and lifecycle stage fields
• Help maintain the data model that connects Members, accounts, opportunities, and contracts across all products and services
• Work with our Tech Enablement lead and consultants on data, workflow, and automation design
• Find and escalate data discrepancies between systems, and work with Member Managers, Tech Enablement, and vendor support to fix them
• Support user access, object configuration, and light administration as needed
• Build recurring and ad hoc reports and dashboards, mainly in Salesforce, that show Member leads, retention, renewal rates, engagement, and lifecycle performance by department, product, and Salesforce object
• Track KPIs across the Member journey (adoption, renewal, churn, cross-product engagement) and tell leadership about trends, risks, and opportunities

What they're looking for:

• Bachelor's degree in business, data analytics, economics, or a related field, or equal practical experience
• 1–3 years of experience in lifecycle, CRM, membership, or marketing operations
• Hands-on Salesforce experience, including reports, dashboards, and administration
• Strong Excel and spreadsheet skills
• Comfort building reports and dashboards with segmented, multi-dimensional data
• Experience developing and analyzing customer experience surveys
• Strong attention to detail and a systems-thinking mindset. You notice when something does not add up across Members, accounts, and products
• A collaborative listener who turns team needs into action
• A clear communicator who can turn data into recommendations for non-technical stakeholders
• Comfort using AI to streamline workflows and automate routine work
• PowerOptions cannot sponsor employment visas at this time
• Ideally at a multi-product or multi-service organization

Benefits:

• Health insurance
• Retirement contributions
• Paid time off