Customer Analytics Senior Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Corporate Overview

In today’s cyber threat landscape, protection starts with people. At Proofpoint, that simple truth fuels our passion for protecting users, the data they create, and the systems they rely on from a uniquely people-centric perspective.

And we are just as passionate about finding the right people to help us in that mission. When you join Proofpoint, you are helping to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud environment
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are devoted to helping our customers protect their greatest assets and biggest security risk: their people. That is why we are a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

The Role  

The ideal candidate is an individual who combines deep experience in data science with strategic acumen.  In this role, you will use your strong analytical and technical skills to extract insights from complex data sets and provide actionable recommendations to senior leadership.  You will collaborate extensively across Customer Success, Sales, Product, and Finance and build highly valuable predictive tools that will guide our global go-to-market efforts. 

This is a senior individual contributor role reporting to Vice President - Customer Success Strategy, Operations & Transformation.

Your Responsibilities 

Predictive Analytics:   Develop predictive modeling tools to identify and prioritize at-risk customers and ARR expansion opportunities.

• Integrate predictive analytics into the central Customer Success Platform
• Drive continuous improvement based on user feedback and manage a roadmap of enhancements
• Create self-serve UI for end-users and actively champion adoption across the broader organization
• Actively partner with Sales, CS, and Finance to leverage these tools to inform forecasting and strategic decisions

Customer Data Analysis:   Combine analytics, exploratory skills, and data intuition to deliver insights on customer segmentation, account targeting, adoption, churn risk and causalities, and upsell opportunities

• Utilize segmentation techniques to categorize customers based on behavior, usage, and other relevant metrics
• Translate complex data analyses into clear and actionable recommendations
• Support CS leadership with analysis for high-priority executive level presentations
   

Dashboarding, Visualizations & Reporting:   Design executive-level reporting to enable CS leadership to analyze customer portfolio health against key metrics in real time

• Help CS leadership to define and monitor key performance indicators (KPIs) and operational metrics
• Create intuitive dashboards in Power BI and within the Customer Success Platform
• Enable users to self-serve
   

What you bring to the team

• Bachelor’s degree in Data Science, Computer Science, Mathematics, or a related field; master's preferred.
• 12+ years of experience in data science, analytics, or a related field
• 5+ years of experience deploying analytics concepts related to the customer lifecycle within a B2B SaaS model
• Strong background in statistical analysis, machine learning, and predictive modeling
• Proven expertise in using Power BI, Tableau, QlikView or other business intelligence tools
• Proficiency in programming languages such as Python, R, or SQL; familiarity with big data technologies (e.g., Hadoop)
• Experience with Customer Success platform tools like Gainsight or Totango is preferred
• Highly independent; ability to work rapidly and productively with general direction
• Strong problem-solving skills, with a creative and innovative approach to finding solutions.
• High attention to detail and accuracy in data analysis and reporting
• Excellent communication skills, with the ability to present complex data insights to non-technical audiences
• Proven ability to thrive in a fast-paced, dynamic environment, and drive results in a highly matrixed organization
• Ability to work effectively in a collaborative team environment and build strong relationships across the organization.

Why Proofpoint 

Protecting people is at the heart of our award-winning lineup