Salesforce.com, Inc Reporting & Analytics Manager/Analyst - Customer Success (MuleSoft) in Boston, Massachusetts
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
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
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 Salesforce.com 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
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.
Salesforce welcomes all.
Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.
Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.
There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.
We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.
- Salesforce.com, Inc Jobs