Data/Business analyst

Customer Success Manager Role

Deliver on insights and analytics for Customer Success compensation, revenue recognition capacity forecasting, ROI models, and other regional operational reports to support the Customer Success Manager (CSM) role. Report on key metrics and KPIs to all key business partners, including Sr. Leadership, across Customer Success Enablement, Professional Services, field CSM roles, and regional CSM organizations in EMEA and APAC. Create and maintain short-term & long-term capacity forecast models. Determine drivers and inputs based on historical data influencers, targets, bookings, pipeline and backlog. Deliver comprehensive analytical & statistical reporting on capacity plans, forecasts, actuals, variance and workforce trends across multiple functions and regions. Articulate reasons for variance and drive recommendations to enhance forecast accuracy & effectiveness. Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy. Adept at queries, report writing and presenting findings. Acquire data from primary or secondary data sources and maintain databases/data systems. Identify, analyze, and interpret trends or patterns in complex data sets. Strong knowledge of and experience with reporting packages (Tableau, Power BI or Qlik etc), databases (SQL etc.), experience in Salesforce as source system will be nice to have. Define, create and enhance Salesforce reports and dashboards for the CSM field community, review and govern metric and filter consistency. Refresh standard insights and narratives for monthly & quarterly business rhythms; deliver on what-if, so-what descriptive and inquisitive analysis based on business questions. Support specific customer enablement programs with analysis, insights and deliver on specifications to convert into standard dashboards.