Job Overview:
Working across all teams within customer success, the Customer Success Data Analyst will interface with stakeholders at the highest levels to discover and identify key performance metrics (KPI), underlying contributing data factors, and the best method to visualize to support decision making. The analyst will leverage deep expertise in customer success metrics to support strategic initiatives, planning, and process improvements.
Job Responsibilities:
Provides analytical and business results analysis and key metrics tracking.
Develops and delivers analytics (monthly, quarterly, annually, and ad-hoc) on Customer Success leading and lagging indicators to inform and support leadership decision-making.
Provide front-line response for CS Leadership requests, including in-depth analyses and leading special projects related to emerging focus and new services. Support prioritization of these requests. Collaborates with the research team and other Business Analysts to execute on these needs.
Develops and maintains an inventory of all metrics and data locations used across reporting routines for CS.
Develops dashboard using Tableau using existing data streams to provide visualizations and answer key business questions.
Examine key customer data for high-value accounts monthly and provide a high-level executive summary of key pain points and successes for leadership.
Visualize bookings for Success Partnerships using existing data in salesforce
Prepares Customer Success data slides for QBRs.
Prepares reports that effectively communicate trends and patterns using relevant data.
Supports data visualization within Gainsight.
Gather and assemble ideas and create high-quality presentations that deliver insight to support strategic initiatives.
Develops a thorough understanding of all CS data contained in multiple systems.
Utilizes the same data sets that other Business Analysts embedded in other BUs (marketing, ops, finance) use to provide consistency of information across Lexia.
Stays connected with the Data Operations team to be sure visualizations are consistent across the business with the established norms.
Liaises with stakeholders from other departments to represent CS point of view in data integration conversations.
Job Requirements:
BS/BA preferred or equivalent proven experience
At least 3 years of experience working in finance, customer analytics, or similar
Experience in providing actionable and informative customer insights for SaaS or similar solutions preferred
Have robust reporting and analytics acumen (SQL not required but a plus), data visualization skills, and tools such as Tableau, Salesforce, Gainsight, and MS Excel.
Comfortable working with large sets of data and maintaining an acute awareness of detail while maintaining the ability to think conceptually and strategically
Experience in implementing key initiatives across cross-functional teams, removing roadblocks, and providing deliverables within proposed timeframes
Strive to deliver business results and follow through on key initiatives
Strong background in best practices related to data documentation, storage, and data privacy
Tendency to deep dive into trends and anomalies (an individual who has a level of professional skepticism about data and pursues the meaning/causation behind results)
Strong presentation, communication, prioritization, time management, interpersonal and negotiation skills
Strong interpersonal skills, cross-team collaboration, and ability to have open and honest feedback and interaction
A team player embodying our values of intentionality and collaboration
To learn more about our organization and the exciting work we do, visit https://www.lexialearning.com/
An Equal Opportunity Employer
We are dedicated to fostering a culture that celebrates unique backgrounds, ideas, and experiences. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, gender, gender identity/expression, sexual orientation, national origin, protected veteran status, or disability.