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Health Operations - Lead Analyst
Company | Trellix |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Computer and Network Security |
Expires | 2023-05-19 |
Posted at | 1 year ago |
Job Title:
- Design and create reporting and analysis to improve the current and future state of customer success at Trellix
- Create, track and report on changes to customer health profiles over time by leveraging data assets and building datasets upon which visualizations and dashboards are created
- Help drive components of our customer experience transformation, including:
- Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and / or scale improvement (system upgrades, process improvements, etc.)
- Develop relevant reporting and metrics to understand, measure, and drive Trellix’ proactive approach to customer success, including:
- Help identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale
- Work with Customer Success organization to influence and improve processes that impact the customer experience, renewal rates, expansion and/or predictability.
- Partner across the Customer Success organization to implement CS tools such as Churn Zero, Gainsight, etc.
- Develop definitions of customer health
- Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy
- Synthesize and analyze data from different sources to provide key insights to drive actionable strategies, streamline key business processes, function in an international environment, and drive performance improvements for the business.
- Providing feedback in architecting new system requirements, business processes and investments
- Implement and manage programs and playbooks that help front line CSMs increase adoption and retention
- Understanding and knowledge of data engineering processes, query languages and ETL tools & processes
- Expert knowledge of data visualization and experience with DV tools such as Looker, Tableau, Qlik or Power BI
- 5+ years of related experience, minimum, in a SW or SaaS Operations environment; preferably in a customer success organization or aligned operations role
- Deep understanding of SaaS renewals business, expiring & secured baselines, contract erosion, cohort and product renewal rates, etc
- Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization
- Possesses the confidence to implement change and improve on the status quo
- Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change
- Experience with Siebel, SalesForce or similar CRM or ERP systems
- Demonstrated history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.
- Expert knowledge of Excel/Google Sheets, MS Office and G-Suite tools
- Resilient and resourceful individual that enjoys solving complex problems
- For Bonus Jobs:
- Support for Community Involvement
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Pension and Retirement Plans
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