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Job Information, Inc Reporting & Analytics Manager/Analyst - Customer Success (MuleSoft) in Boston, Massachusetts

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MuleSoft thrives on the success of our customers, and we are looking for an innovative and results-oriented Analytics Manager / Sr. Business Analyst to join our global Customer Success Strategy & Operations (CSS Ops) team. Our analytics & insights function is quickly growing and increasing in scale and complexity, and we’re looking for someone to collaborate with our current Analytics Manager and support senior leaders to continue building out the program.

As a CSS Ops team, we lay the foundation for a world-class Customer Success (CS) organization. We lead with empathy, and strive to make things better, easier, and more efficient for the CS team. We have a diverse set of responsibilities from collaborating with Product on product readiness, to running customer and internal programs, processes, systems, enablement, and of course, reporting and analytics!

In this role, you can expect to :

  • Leverage a ‌design-thinking‌ ‌mindset‌ ‌to‌ ‌develop Tableau dashboards for CS leadership and individual contributors

  • Collaborate ‌with‌ ‌key‌ CS ‌leaders‌ ‌to‌ ‌understand‌ ‌their‌ ‌perspectives,‌ ‌needs,‌ ‌and‌ opportunities to ‌identify‌ ‌areas ‌of ‌growth‌ ‌across CS and the CSS Ops team

  • Determine and share actionable business insights with leadership based on data

  • Analyze data, create models, and prepare recommendations for strategic decision making

  • Enable a global team on how to leverage reporting and dashboards

  • Partner with Theater-level VPs on ad hoc reporting to help move their business forward

  • Run weekly global renewal forecast process and be the subject matter expert on renewals reporting

  • Own ACV reporting for Customer Success, including expansion, NRR, and renewals

  • Run quarterly analysis on NPS and Churn for Executive Team

  • Build, maintain, and innovate on existing dashboards and resources

  • Work with cross-functional partners, including Sales Analytics, to ensure CS is aligned to wider company initiatives and priorities

  • Be‌come ‌a‌ ‌subject‌ ‌matter‌ ‌expert‌ ‌in‌ ‌our‌ ‌Customer Success ‌methodology‌ ‌and how to measure it

Required Competencies:

  • Track record of performance and a growth mindset

  • Analytical, strategic thinker and natural problem solver

  • Ability to design, build, and maintain solutions that optimize for simplicity, efficiency, and scale

  • Communicate with clarity and purpose across stakeholders, including tailoring messaging for a given audience. Must be able to convey a clear point of view, interface with VPs, and communicate clearly across a global team

  • Detail-oriented with highly effective organizational skills

  • Ability to establish trust, grow and nurture relationships with a broad set of cross-functional stakeholders across functions, including technical and non-technical roles and geographies

  • Ability to influence stakeholders at all levels, from leadership to individual contributors

  • Demonstrated ability to operate in a complex, evolving environment with multiple priorities

  • Strong understanding of standard business metrics, including forecasting, and the impact they have on the business

  • Strong data visualization / storytelling capabilities via Tableau or equivalent BI tools

  • Ability to leverage SQL and perform advanced analysis across in Microsoft Excel and/or Google Sheets. Proficiency with Snowflake, a plus.

  • Ability to balance multiple priorities, large and small, and ruthlessly prioritize

  • Strong business acumen; knowledge of SaaS business models a plus

  • Ability to synthesize competing inputs from multiple stakeholders and distill information into a simple solution

  • Ability to see a gap, define a path to resolution, collaborate with others, and execute from start to finish

  • Ability to determine and share actionable business insights and recommendations from datasets

  • Curiosity to learn the MuleSoft business as whole

Types of Relevant Experience:

  • 3+ years experience in analytics, reporting, business strategy or other related field at a SaaS company

  • Advanced Tableau (or equivalent BI tool), Microsoft Excel / Google Sheets, and skills

  • Strong SQL skills. Familiarity with Snowflake a plus

  • Experiencing making recommendations and determining insights from data sets

  • Experience in Customer Success a plus

  • Successful track record of juggling multiple priorities, tasks and deadlines

  • Success in navigating across people, process and multiple geographies


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