CS North America Insights Senior Analyst
GenesysAbout the role
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Customer Success and Services Finance is looking for a versatile and experienced analyst to create and drive the implementation of customer insights across the North America CS team.
This role will be responsible for partnering with the North America SVP, and the North America leadership team, to identify data/analytical needs, and then deliver data driven insights in support of improving customer experiences and business performance.
This position will be a remote role within the U.S.
Key Responsibilities:
Develop customer and operational insights strategy for the North America CS (i.e., align NA CS leadership on the most important areas to monitor and improve upon), thru analyzing and identifying opportunities in the following areas:
customer adoption/usage metrics
customer value realization
customer revenue
project financial health
sales/bookings productivity
and more
Establish and execute routine reporting with relevant data insights and recommended actions, per identified strategy
Perform periodic ad-hoc analysis to uncover opportunities to improve customer experience or operational execution effectiveness
Qualifications/Requirements:
4-7 years of experience in Finance, Consulting, Customer Success, or Professional Service organizations; and/or experience in supporting Customer Success Managers, Project Managers, and Sales Teams (SAAS experience preferred)
Demonstrated success in developing and delivering actionable data insights/KPIs to executives (customer related data insights highly preferred)
Adept at configuring and analyzing large data sets in Excel
Proficiency with database query programming languages and data visualization platforms preferred (e.g., SQL, Python, Alteryx, Tableau, Power BI, Snowflake, etc.)
Experience with leveraging Salesforce for customer insights
Naturally empathetic, trustworthy, collaborative, and curious
Thrives under ambiguous, fast paced, and complex environments
Ability to influence cross-functional teams
#LI-Remote
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$66,050.00 - $129,550.00Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
More details about our company benefits can be found at the following link: https://mygenesysbenefits.com
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment
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