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