Salesforce.com, Inc Senior Analyst, Business Operations in Hillsboro, Oregon
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Customer Success Group
The support organization at Salesforce is responsible for on-boarding, Technical support, training, partner certification, and developing long-term relationships with Salesforce customers. The support analytics group creates data driven intelligence on customers’ usage, engagement, Tech support effort and satisfaction scores and other industry standard KPI’s. These Insights help customers take advantage of the world’s best CRM platform; support leaders use these insights to make process improvements. Insights analyst will lead stakeholder engagement to understand and align on business problems, uses data to test hypothesis and generates actionable Insights on weekly/monthly basis.
Expectations from role/Responsibilities
Support analytics works on executive priorities and the team exists to enable data driven decision making across the organization. She/he will curate data from multiple data sources for adhoc and recurring insight requests from leadership. Individual will proactively automate routine/manual tasks, build and maintain dashboards. We are looking for outstanding hands-on insights analyst/Sr.analyst who can contribute to the vision of Customer Success Group. This is an individual contributor role, which has high visibility and delivers business impact.The role requires the ability to listen to leaders, understand the business issues and develop innovative and practical solutions to address new business requirements.
The role requires the ability to understand what is important, simplify the problem to identify the key question which needs to be answered, develop appropriate analysis and algorithms, and deliver easily understood analysis.
The role requires timely responses to questions raised by senior leaders. This sometimes requires a flexible working approach working outside standard hours.
Must have skills
Have a bachelors or Masters in Computer Science or related field with 2-6 years’ experience in a data organisation.
Experience in Resource planning and building capacity & forecasting models, What-if scenarios
Demonstrated experience of presenting data/scorecards/analysis using Tableau, etc
Strong executive presentation skills, has the ability to explain complex analytical concepts to executives.
Extensive experience in writing complicated database queries in SQL language (Oracle, Hive, etc.)
Hands-on experience in advanced analytics, including predictive modelling, machine learning using python/R.
Nice to have skills
Experience working with cloud data sources.
Salesforce experience/ certification is a plus.
Characteristics that successful candidates demonstrate in this role
Get it done –
Delivers on commitments.
Works to find solutions and say yes to adhoc requests.
Moves quickly and adapts to changing business constraints.
Helps the team obtain necessary data when it is possible and reasonable.
Takes personal accountability and expects it in others.
Organizes own time to work efficiently in a demanding environment.
Ability to work to tight deadlines with demanding senior business leaders
Salesforce smart –
Develops and shares subject matter expertise, business knowledge or best practices.
Asks good questions to gain deeper understanding of the business.
Takes appropriate actions based on needs of business and customer.
Advocates for greater good of the company and its people.
Win as a team –
Builds relationships and collaborates across functions.
Comfortable sharing own Ideas and listen to different point of view from others.
Builds and leverages strong internal contacts across the organization.
Compelling communicator –
Shows energy and passion when presenting thoughts and ideas.
Speaks and writes with clarity & brevity.
Lives the values –Trust, Customer success, Innovation, Equality for all.
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