Sr. Business Intelligence Analyst

Company: Conga
Location: Charleston
Posted on: February 24, 2021

Job Description:

Job DescriptionAs part of the Customer Excellence Operations team, you will be supporting the Customer Success organization in achievement of its goals and collaboratively work with the broader organization to continuously optimize the business. As a Sr. Business Intelligence Analyst in Customer Success Operations you will partner closely with both the Customer Success and Renewals organizations to enable operational excellence. You will lead strategic programs to maximize CSM impact, improve customer health and secure customer renewals.Responsibilities* Design system roadmap for Customer Success experiences (segmentation) and teams, leveraging input from CS Leadership and industry best practices* Creates proactive and reactive CS campaigns improve customer health, understand customer renewal probability and monitor customer satisfaction through customer lifecycle* Partners with data science function to optimize CS motion across each stage of the customer journey* Identifies at-risk indicators that trigger calls to action for CSM to leverage within CS platform* Works across the organization to drive adoption of Customer Success capabilities such as customer health score, customer NPS and renewal probability* Leads executive reviews to highlight tends in the business and opportunity areas to expand impact and grow revenue* Creates enablement programs for CSMs including training, organizational strategy and system best practices* Identifies opportunities for process improvement and optimization including redesign, and development of new process and policies* Builds best in class Customer Success Operations organization, and supporting a great place to work environmentRequirements* BS degree in Computer Science, Mathematics, Finance preferred* Minimum of 8 years of experience in SaaS and/or Customer Success organizations* Extensive knowledge of Salesforce, Gainsight, Totango, and CPQ/CLM functionality* Track record of leading complex programs and cross functional initiatives, which have direct revenue impact for the business* Strong problem solving, analytical and critical thinking skills* Ability to work with cross functional teams across different parts of the company to achieve success on topline company programs* Excels by working in a dynamic, fast-paced environment, able to lead teams and projects* Excellent verbal and written communication skills, raises the bar for quality of serviceAdditional InformationConga is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, color, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristic protected by law.All your information will be kept confidential according to EEO guidelines.

Keywords: Conga, Charleston , Sr. Business Intelligence Analyst, Professions , Charleston, South Carolina