Job Opportunity: Sr. Analyst, Customer Success BI

About Salesforce

We’re Salesforce, the Customer Company, driving the future of business with AI, Data, and CRM. Our core values guide us in helping companies across industries blaze new trails and connect with customers innovatively. When you join us, you become a Trailblazer, boosting your performance and career growth while making a positive impact on the world. If you believe in business as a powerful force for good, you’ve found the right place.

About the Role

Our CSG BI organization seeks to optimize user experiences of IT applications through insights and recommendations. This involves analyzing application speed, stability, adoption, and user behaviors via data ingestion, data munging, statistical analysis, data modeling, and model deployment. You will provide simple, user-friendly solutions including actionable insights, analytical solutions, and AI-powered products.

Key Responsibilities

• Deliver analytical insights to offer actionable recommendations for digital self-service product development and user experience optimization.
• Develop and execute an analytics roadmap for Customer Success, identifying new opportunities and prioritization recommendations.
• Collaborate with data engineers, data scientists, architects, application product owners, software developers, UX designers, and business partners to design strategic projects.
• Lead cross-functional engagements to define problem statements, establish KPIs, collect and process data, build analytical models, and make recommendations.
• Build AI/ML prototypes and develop self-service analytics solutions to automate analytics.
• Present findings to key stakeholders and collect feedback to improve deployed products.
• Establish relationships with key stakeholders to accelerate issue resolution.
• Enhance business processes and reduce issues for Online Support through teamwork and cross-functional collaboration.

Qualifications

Role Requirements:

• Excellent written and verbal communication skills to convey analytic insights effectively to both IT and business leaders.
• Degree in Data Analytics, Data Science, Computer Science, Engineering, Business, or equivalent professional experience.
• 6+ years of relevant work experience or 4+ years with a master’s degree.
• 4+ years of experience in data analytics, business analytics, or data science.
• Proficiency with Python, SQL, Snowflake, and data visualization tools like Tableau, Power BI, or Looker.
• Knowledge of machine learning algorithms and concepts, along with strong statistical and research methods expertise.
• Experience in project management, leadership, stakeholder management, and business acumen.
• Self-motivated with the ability to navigate ambiguity and a demonstrable ability to learn quickly.

Preferences:

• MBA, Engineering, or CS Degree from top schools.
• Experience with web analytics tools, such as Adobe SiteCatalyst, Google Analytics, or Coveo.
• Understanding of Tech Support and SaaS processes.
• Knowledge of data warehousing and ETL.
• Product management experience.
• Experience working with global teams.
• Background in strategy consulting, including Management Consulting, Digital Strategy, or eCommerce Strategy.

Accommodations

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Commitment to Equality

At Salesforce, we believe that the business of business is to improve the state of our world. We drive Equality in our communities and workplaces by creating a workforce that reflects society through inclusive programs and initiatives. Learn more about our commitments at and explore our benefits at .

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.

Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party