LastPass
Senior Business Intelligence Analyst, Customer Success
Senior Business Intelligence Analyst, Customer Success
Job Description
LastPass Senior Customer Success Business Intelligence Analyst
Where you will work: USA
About the Role
Our Care Analytics Team is looking for a Sr. Business Intelligence Analyst to partner closely with the LastPass Customer Success and Voice of the Customer (VOC) teams to provide them with critical operational reporting and data-driven insights to drive improved performance and outcomes. As part of this team, you will be responsible for owning and building reporting specifically for LastPass Customer Success and continuing the development of enhanced reporting that will drive strategy for the Care team.
Responsibilities
Support the spin-off of the LastPass business by rebuilding critical Customer Success and VOC reporting with a LastPass specific lens
Own stakeholder relationship with Customer Success Leadership both at the strategy and site level
Establish dashboards to provide clear measurement of Customer Success KPIs such as: Onboarding Rate, Adoption Rate, Renewal Rate and Retention Rate
Work with the Customer Success and VOC leads to continually evaluate and enhance KPIs, introducing new KPIs when appropriate for the business
Partner with the Customer Success Leadership to set targets against established KPIs to be used in the Customer Success compensation plan
Identify trends in the data through data visualization and data analytics techniques to identify areas of strength and opportunity for the team.
Improve systems and processes through recommended improvements backed by data-driven insights
Serve as the analytics resource for CSMs and for all things Customer Success.
Requirements
As a Customer Support Analyst your background will look like:
Required Soft Skills / Experience:
Bachelor’s Degree in Information Technology, Engineering, Statistics, or related quantitative discipline
Self-motivated individual who strives to continue to self-guided development for their technical skillset
4+ Years of Analytics or operations experience
Strong work ethic complimented by a pro-active problem solver attitude
Experience working cross functionally with numerous stakeholders
Ability to organize and prioritize project requests
Required Technical Skills:
Advanced SQL Skills (Presto, Hive, Snowflake)
Experience with BI Tools (Power BI Preferred, Looker or Tableau)
Experience working with Salesforce.com
Advanced proficiency with Excel
Experience with Python or R (Pandas, Matpolotlib, Scipy, PySpark, Numpy, Seaborn, Boto3, Statsmodels)
Experience with Time Series forecasting a plus
Familiarity with writing production ETL’s
Nice to have Technical Skills:
Experience with A/B testing
You’ll be working towards a shared goal with an open-minded and cohesive team greater than the sum of its parts. At GoTo, we’re passionate about growing a diverse and inclusive work ecosystem because unique takes make us a stronger company, and Stronger Together. We’re committed to creating an inclusive space for everyone, no matter what. That’s how we’ll Be Real, Think Big, Move Fast, and Keep Growing along the way.