Pendo is looking for a Business Analyst to support our global Customer Success organization. This role is responsible for evaluating overall impact, efficiency, and effectiveness of customer-facing operations, using data-driven insights to inform our core processes and engagement model.

This role reports to the Customer Success Strategy & Programs Director. With a focus that spans across CS data, process, people, systems and strategic initiatives, this person will work cross-functionally in the business and also with global CS leaders. The ideal candidate is a proven individual contributor that has experience directly measuring and creating processes that maximize impact of systems, people, and program investments.

This is a great opportunity in a highly visible and impactful role in a fast-paced software startup.

Responsibilities (what you'll do):

  • Measure overall team efficiency, as well as outcomes and business impact of customer-facing programs on product adoption, customer value and advocacy 
  • Distill customer usage trends and maturity, NPS, voice of customer, and other signals to measure and optimize every aspect of the customer success engagement model
  • Develop and maintain dashboards and related tools to operationalize team KPIs 
  • Identify and correct anomalies in data to support reporting and presentation needs
  • Lead business process design projects to design and codify processes such as customer risk management, CSM lead generation, renewals, and account team rules of engagement
  • Maintain and evolve the customer lifecycle and identify gaps and opportunities to improve the customer experience over time 
  • Maintain administrative expertise in core CS platforms and systems
  • Conduct periodic customer segmentation analysis to optimize team ratios and assignments to improve customer experience 
  • Develop cross-functional working partnerships with Data Science, Success Ops, Revenue Operations, and Product Operations teams

Qualifications (what you have):

  • 2+ years of experience working in an operations or analyst role for a B2B SaaS organization
  • Ability to prioritize workload and execute in a fast-paced environment
  • Strong experience working with cross-functional teams to achieve common goals
  • Experience in analyzing and creating internal business processes and workflows
  • Expertise in working with data collection and analysis tools to produce actionable insights, particularly Looker/Tableau, Salesforce, Zendesk, Pendo and other product analytics platforms
  • Ability to create a clear narrative from data via reports, presentations, and communication with coworkers
  • A customer-centric mindset, strong empathy for customers and ability to see value through their eyes 

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