Senior Analyst of Customer Success BI, Salesforce

• The team needs individuals with extensive business and analytical knowledge to deliver high value, actionable insights and recommendations
• We are looking for a candidate who has a solid background in analytics, demonstrates proven abilities to be innovative and creative, and is an effective collaborator and communicator enabling influence
• The candidate will have excellent analytics capabilities, expertise in analytical problem-solving techniques, project management skills, and product mindset
• He/she will have the experience of working on solving complex analytical problems and should be comfortable with analytical tools
• The person will be responsible for operating within a dynamic, fast-paced, scalable & agile IT development environment, which faces both internal and external customers
• Excellent written and verbal communication skills, including the ability to convey analytic insights effectively to both IT and business leaders
• Data Analytics, Data Science, Computer Science, Engineering, or Business Degree, or equivalent professional experience
• 6+ years of relevant work experience or 4+ years of work experience with a master degree
• 4+ years of experience with data analytics, business analytics, or data science
• Hands-on analytics capabilities, expertise in analytical problem-solving techniques and frameworks, and the ability to deal with large volumes of data
• Experience with Python, SQL, Snowflake
• Experience with data visualization tools, such as Tableau, Power BI or Looker
• Knowledge of machine learning algorithms/concepts
• Proficiency in statistics and research methods
• Self-motivated with excellent capability of dealing with ambiguity
• Demonstrated knowledge of project management, leadership/teamwork, and stakeholder/customer management skills, and business acumen
• Comfortable with data cleaning processes to ensure data integrity
• Eager to learn new skills and knowledge and apply new skills and concepts quickly

Desirable

• The CSG BI organization is responsible for insights and recommendations to optimize the user experiences of IT applications
• This includes analyses focused on application speed, stability, adoption, and user behaviors
• Such work includes data ingestion, data munging, statistical analysis, data modelling, model evaluation, and model deployment
• Effective outputs require a simple user-friendly synthesis of information, including actionable insights, analytical solutions, and AI-powered products
• Delivers analytical insights to provide actionable recommendations to influence Digital self service product development and to optimize user experience by considering speed, stability, and key user behaviors
• Develops and delivers on analytics roadmap for Customer success, while always identifying new opportunities and prioritization recommendations
• Works with data engineers, data scientists, architects, application product owners, software developers, UX designers, and business partners to design strategic projects and break complex problems into smaller actionable tasks
• Leads cross-functional engagements to define problem statements, establish KPIs, collect data, process data, build analytical models and make recommendations
• Builds Artificial Intelligence/Machine Learning prototypes
• Develops self-service analytics solutions to automate analytics
• Presents findings to key stakeholders
• Collects feedback and improves deployed products
• Establishes relationship with key stakeholders or Point of Contacts to accelerate issue fixes
• Leverages teamwork or cross-functional collaboration to influence the optimization of Online Support
• Contribute to improving business processes and reducing overall issues for Online Support