Remote Merchant Risk Analyst Jobs in Chicago, IL

Sales Operations Analyst
Reports to: VP, Client Account Management
Location: Remote (U.S. only) or Hybrid within 40 miles of a FlexTG office
Compensation: $60,000 – $80,000 base + Quarterly Bonus

About FlexTG
FlexTG is a leading managed services provider helping organizations optimize office technology, workflows, and customer experience. With a national footprint and a people-first culture, we partner with clients to drive efficiency, innovation, and measurable business outcomes. We value collaboration, continuous improvement, and data-driven decision making.

Position Summary
The Sales Operations Analyst serves as the analytical partner to the VP of Client Account Management. This role is responsible for analyzing customer, financial, operational, and service data to identify opportunities that improve customer retention, profitability, satisfaction, and account growth. This individual will proactively identify trends, risks, and opportunities across the client portfolio and help drive data-based decisions across the organization.

Key Responsibilities

Strategic Analytics
• Partner with the VP of Client Account Management on strategic initiatives
• Analyze retention trends, renewal opportunities, profitability, and customer satisfaction metrics
• Identify at-risk accounts and recommend proactive retention strategies
• Develop customer health indicators and risk assessments
• Monitor portfolio performance and identify improvement opportunities

Business Insights
• Translate complex data into actionable recommendations for the CRM team
• Identify trends, patterns, and outliers across customer accounts
• Conduct root-cause analysis on escalations, service challenges, and churn
• Develop executive-level summaries that highlight risks and opportunities

Team Enablement
• Present insights and recommendations to leadership and CRM teams
• Share best practices derived from data analysis
• Help prioritize customer engagement strategies based on risk and opportunity
• Support development of customer success playbooks and retention strategies

Profitability & Growth Analysis
• Analyze account profitability and margin trends
• Identify opportunities to improve profitability through optimization
• Support upsell, cross-sell, and renewal strategies with data insights
• Measure and report on improvement initiatives

Reporting & Dashboard Management
• Develop and maintain executive dashboards and scorecards
• Support Quarterly Business Reviews (QBRs) and leadership reporting
• Deliver monthly portfolio performance updates
• Ensure data accuracy and consistency across systems

What Success Looks Like (First 12 Months)
• Proactively identifies and mitigates customer churn risks
• Helps increase retention across the portfolio
• Uncovers opportunities to improve profitability
• Enhances CRM effectiveness through actionable insights
• Builds credibility as a trusted advisor to leadership
• Supports a culture of data-driven decision making

Bonus Structure
Quarterly bonus eligibility tied to:
• Customer retention rate
• Early renewals
• Profit improvement
• Customer satisfaction (CSAT/NPS)
• QBR completion and quality

Qualifications

Required
• Bachelor’s degree in Business, IT, Computer Science, or related field, or equivalent experience
• 3+ years of experience in a business analyst or similar role
• Strong analytical and problem-solving skills
• Ability to translate data into actionable insights
• Excellent verbal and written communication skills
• Experience with Power B.I and building tools, CRM (Salesforce, Dynamics)

Preferred
• Experience in the Managed Print or Managed Services industry
• Experience with Jira, Confluence, and Miro

Work Requirements
• Must be physically located in the United States
• Remote role; hybrid expectation if located within 40 miles of a FlexTG office
• Must be authorized to work in the U.S. without current or future sponsorship

Why FlexTG
• Collaborative, high-impact environment
• Exposure to senior leadership and strategic initiatives
• Opportunity to influence client success and business outcomes
• Competitive compensation with performance-based incentives
• Culture focused on growth, innovation, and continuous improvement

FlexTG provides equal employment opportunities to all employees and applicants for employment.  The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation, and training.