Experienced Customer Success Data Analyst II – Driving Business Growth through Data-Driven Insights

At arenaflex, we strive to bring a better digital world to life by empowering organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. Our teams are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people, obsessing over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse arenaflex community where each individual can thrive.

Join Our Customer Success Team

We are seeking an experienced Customer Success Data Analyst II to join our Customer Success Team, working closely with business partners across the company globally. As a key member of our team, you will support, drive, and build out the Customer Success strategy by connecting data and insights to drive flawless customer onboarding, product adoption, customer experience, product expansion, and to reduce churn. This role will focus on driving alignment cross-functionally, providing support in building lifetime customer relationships, and leveraging data to unlock our customers' ever-changing business outcomes while using our products.

What You Will Do

- Develop and map customer journey workstreams for quality definition and improvement efforts, including Customer Success, Sales, Training, Product, and all other organizations. - Build trust and expertise through ongoing coordination with Sales, SMEs, Analysts, and support Digital Transformation efforts. - Provide ARR and GRR analysis to build a story with data, workflows, and system development SME around systems, internal workflows, the data sets, and the available reporting – translate business needs into technical requirements. - Analyze and define appropriate workflows, experience with MS SQL, writing SQL code to support data transformation into Tableau Server from SQL server Data Warehouse, perform testing to ensure data integrity and data validation. - Possess a good understanding of data configuration and data objects within arenaflex, expert knowledge of Salesforce, Excel, and other spreadsheet tools. - Previous work as a Customer Success Manager or in the CSM environment or Sales Renewals is preferred, as this is a business-critical role in Customer Success Data Analysis/Reporting to Support Data-Driven Decision Making. - Analyze business needs and make recommendations on processes and operational improvements, provide consistent support for weekly/monthly and quarterly CS reviews. - Aggregate and analyze data from surveys and other systems to provide data-driven analysis into utilization, consumption, and customer health reporting. - Analyze data trends and data points to create a model which identifies potential risk to churn, as well as ad-hoc requests for analysis and reporting and system admin requests. - Understand business objectives/goals and automate KPIs into dashboards/scorecards. - Act as a key liaison between business and technology teams to ensure that the appropriate applications, integrations are designed to meet the evolving CS business requirements.

Key Qualifications

- Demonstrated ability to perform complex SQL querying, SharePoint, PowerBI, and Tableau knowledge (preferred). - Understanding of Business Transactional Systems (such as Oracle EBS, Siebel CRM, Salesforce). - Understanding and experience using Gainsight. - Proven attention to detail, with ability to “dive deep” into data issues to find root causes that lead to quality/process improvement. - Demonstrated ability to collaborate, listen, and influence across organizational boundaries. - Demonstrated ability to lead teams focused on data quality improvement efforts. - Positive, self-motivated, flexible, persistent, with good interpersonal skills. - Knowledge of MDM principles and workflows (especially Customer MDM). - Knowledge of enterprise MDM tool suites such as Informatica, Oracle, etc. (preferred).

How You Qualify

- Showcase a minimum of 5 years of industry experience in similar data analyst positions. - Experience with SQL. - Hold a Bachelor's degree in Business/Economics/Finance, Math/Statistics, MIS, or other computational field of study (preferred).

Work Environment and Culture

- Duties are performed in Seattle in a normal office environment while sitting at a desk or computer table. - Duties require the ability to utilize a computer, communicate over the telephone, and read printed material. - arenaflex is a force for a better digital world, making products that protect apps, APIs, and infrastructure from attackers, so digital businesses can be lightning fast and available whenever customers need them. - We make it easier for our customers to provide exceptional, secure digital experiences for their customers—while staying ahead of threats. - To do this well, we need people like you—the best and brightest minds in the industry. - Learn about our unique, human-first culture, and how we encourage people to be authentic, prioritize diversity and inclusion, and foster our employees’ growth and success.

Compensation and Benefits

- The annual U.S. base pay range for this position is: $89,220.00 - $133,830.00. - arenaflex maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect arenaflex’s differing products, industries, and lines of business. - The pay range referenced is as of the time of the job posting and is subject to change. - You may also be offered incentive compensation, bonus, restricted stock units, and benefits. - More details about arenaflex’s benefits can be found at the following link: https://www.arenaflex.com/company/careers/benefits. - arenaflex reserves the right to change or terminate any benefit plan without notice.

Equal Employment Opportunity

- It is the policy of arenaflex to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. - This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination. - arenaflex offers a variety of reasonable accommodations for candidates. - Requesting an accommodation is completely voluntary. - arenaflex will assess the need for accommodations in the application process separately from those that may be needed to perform the job. - Request by contacting [email protected].

Hybrid and Remote Work Options

- Employees within 30 commutable miles of an arenaflex office are required to work from the office a minimum of 30 business days per quarter. - Remote: Primarily work from designated home location but can come into an arenaflex office to work or travel to an offsite location as needed.

Apply Now

If you are a motivated and experienced data analyst looking to drive business growth through data-driven insights, apply now to join our Customer Success Team at arenaflex. Apply for this job