- Operationalizing Customer Success Management (CSM) KPIs and sentiment
- Implementing key indicators into CRM systems
- Bridging the efforts between our operations, financial and CSM team to develop regional CSM performance controlling
- Generating business relevant reports and dashboard inside of our CRM solution
- Works with Customer Success Managers to identify patterns in customer data and use those patterns to inform success strategies.
- Identifies opportunities and areas of improvement in terms of both customer retention initiatives and identify trends in customers to help determine improvements to strategy and process.
- Plan, strategize and implement a Customer Success Management (CSM) performance reporting system to successfully operate the global Customer Success Management team
- Develop financial reporting structure connecting individual reporting systems to measure defined KPIs across the whole portfolio globally
- Develop a common segmentation and reporting standard across the SaaS portfolio focusing on Churn, Retention, regional targets and return of investment of the organization
- Building a business model for budget planning based on revenue forecasting
- Proven record of business analytics projects
- Proven experience in working in a multidisciplinary global environment
- Track of record leading cross-functional teams
- Expert in Salesforce, Tableau, PowerBI & SAP
- Bachelor's degree in business administration, economics or computer science
- Exceptional analytics, business management, communication and presentation skills
- Experience in Software as a Service (SaaS)
- Experience in Customer Success
- Outstanding MS office skills in Excel and PowerPoint
- Exceptional work ethic towards change management and data driven business decisions
- Sophisticated presentations skills both verbally and technically
- Salesforce, Tableau, PowerBI & SAP knowledge
- MS SharePoint experience
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SD Solutions LLC Aliso Viejo, United StatesJob Description · Opportunity: Program Analyst - Federal Government Contractor · Opportunity Overview · SD Solutions seeks a Program Analyst to join our team in support of a project with the Department of Homeland Security (DHS) - U.S. Customs and Border Protection (CBP) - Bord ...
Intl - India - Program Analyst - Costa Mesa, United States - Insight Global
Description
The Customer Success Program Analyst is responsible for developing and maintaining a reporting framework for our global SaaS Customer Success Management (CSM) team across Siemens Digital Industries Software.
This role will focus on the implementation of customer success management indicators into relevant IT-systems, defining a reporting structure, dashboard and KPIs to intelligently operate and manage Customer Success Management organization across all SaaS products.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.
Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to .
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Master's degree in business administration, economics or computer science
