Posted about 1 year ago
As a key member of the MuleSoft Customer Success Operations team, you'll be responsible for surfacing customer insights through data. You'll partner with CS leadership across the globe to share insights on their business and partner with the Field Analytics team on cross-functional initiatives.
In this role, you will be responsible for: identifying insights from our customer NPS survey, renewal, and expansion data.
+ Catalogue and maintain current reporting and analytics available to Customer Success and identify opportunities to streamline
+ Partner with global CS regional and theater leadership to identify trends within their business
+ Surface customer trends through data, including: NPS, renewals, and expansion data
+ Partner with Field Analytics on cross-functional initiatives, such as customer segmentation
+ Partner on annual planning process, including compensation planning, territory creation, and customer segmentation
+ Proactively identify other areas of the business for analysis, including other ad-hoc analysis
+ Other operational projects within CS Ops
+ Minimum of 2-5 years experience
+ Ability to perform advanced analysis in Microsoft Excel and Google Sheets
+ Strong understanding of standard business metrics, including forecasting
+ Ability to see a gap, define a path to resolution and rally a team to deliver
+ Ability to multi-task and perform effectively under pressure
+ Ability to balance multiple priorities, large and small, and ruthlessly prioritize
+ Ability to collaborate with teams of all shapes and sizes while also being able to work independently as a self-starter
+ Ability to design solutions that optimize for simplicity, efficiency, and scale
+ Ability to own and execute a project from start to finish
+ Ability to grow and nurture relationships with internal stakeholders across functions and geographies
+ Ability to communicate effectively - must be able to convey a clear point of view, interface with VPs, and communicate clearly across a global team
+ Ability to synthesize competing inputs from multiple stakeholders and distill information into a simple solution
+ Ability to internalize MuleSoft messaging and business model
+ Ability to travel up to 20% of the year
+ Bachelor's degree in Business, Economics, Accounts, Operations, or a related field
+ Experience in FP&A or investment banking
+ Experience building dashboards in Tableau or a strong desire to learn
+ Experience with SaaS business models
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Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!