Business Insights Analyst - Customer Success and Renewals

Job Summary:

Your primary objective is to proactively drive data-driven initiatives that support the Customer Success and Renewals teams, driving the adoption of internal ideas, and creating internal and external customer satisfaction. This self-starting individual will not only ensure high stakeholder buy-in and trust through efficient tracking and reporting but will also confidently present insights and strategic recommendations to senior stakeholders, taking ownership of their role in shaping customer engagement and renewal strategies.

Key Responsibilities:

Data Management and Analysis
•    Collect, clean, and analyze customer usage and renewal data from various platforms and tools.
•    Maintain an accurate and auditable system of work.
•    Develop and maintain scalable reports and dashboards using flat-file data and PowerBi that track customer health metrics, renewal rates, usage patterns, and product engagement.
•    Identify trends, patterns, and insights that inform customer success strategies, renewal processes, and interventions.

Customer Engagement and Account Management
•    Provide data-driven insights to Customer Success Managers (CSMs) and collaborate on renewal strategies and customer engagement plans.
•    Conduct regular reviews to ensure data-readiness and build trust with stakeholders and data-users.

Performance Metrics and KPI Tracking
•    Define and track Key Performance Indicators (KPIs) for customer success and renewals, such as Renewal Rate, Churn, Discounting behaviors, etc.
•    Analyze the effectiveness of customer success initiatives and renewal strategies on KPIs, providing recommendations for optimization in a good, better, best approach.

Strategic Collaboration and Support
•    Work closely with renewal sales, customer success, and other teams to ensure a coordinated approach to customer engagement and renewals.
•    Synthesize feedback and coordinate with internal teams to incorporate it into development roadmaps and strategies.
•    Communicate with broad range or stakeholders at various levels internally. Advocate for the data and building trust in the insights.

Process and Communication Excellence
•    Continuously evaluate and refine data collection, analysis processes, and renewals processes for improved efficiency, accuracy, and customer satisfaction.
•    Document best practices, develop training materials, and provide enablement to ensure consistent application of processes.
•    Prepare and present regular reports to stakeholders on customer success metrics, renewals status, and insights

Tool and Resource Optimization
•    Evaluate and recommend tools and resources to enhance data analysis and customer engagement capabilities.
•    Ensure effective utilization of business insights by the Customer Success and Renewals teams.

Job Requirements:

• Proven experience in data analysis, preferably in customer success or renewals management, but not essential as outside the box thinking is preferred.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Proficiency in data analysis tools (e.g., SQL, Excel, R, Python) and familiarity with CRM systems and office applications such as power automate, PowerBI.
• Excellent communication skills, with the ability to translate complex data into actionable insights.
• A proactive approach to problem-solving, process improvement, and a collaborative attitude towards team initiatives.

Education and Experience:

A minimum of 8+ years of applicable relevant experience is required, inclusive of several years of data analysis with proficiency in data analysis tools.