What are the responsibilities and job description for the Senior Data Analyst, CSG Operations position at WalkMe?
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
WalkMe is looking for a Sr. Data Analyst (Post Sales) to join our growing Customer Success Group (CSG) Operations team. The CSG Operations team is the right hand of the Customer Success Group organization, comprising all our post-sales functions (CS, PS, Support, Renewals & CX). Reporting to the Sr. Director of CSG Operations, you'll promote operational integrity in the business and will be a forerunner in identifying trends, challenges, and opportunities. You will focus on delivering actionable insights and data driven solutions to optimize Support, Professional Services, Customer Success and Renewal processes. You will help guide our decisions with passion, data-driven analysis, and thoughtful recommendations. You'll work with a diverse cast in our CSG Ops organization to help guide the growth and performance of post sales functions within CSG.
What You'll Own
- Build and maintain dashboards for CSG leadership, including models & metrics related to renewals, churn predictions, account health, resource and capacity planning, budgeting and forecasting.
- Conduct analysis on account segmentation, capacity planning and coverage models to support continuous planning cycles.
- Ensure data pipelines and schemas are optimized for accurate reporting, analysis and insights, for reporting to CSG Leadership
- CSG Compensation design, planning and reporting
- CSG Department and individual performance KPIs & OKRs reporting
- Manage and maintain key playbooks for customer health, risk management, expansion opportunities and advocacy programs.
- Develop, document, and maintain CSG standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams
- Support the enablement of Customer Success Group methodologies, including process workflow documentation and policy development.
- Partner with cross-functional teams : Customer Success, Support, Professional Services and Customer Experience (included a Scaled CS team) to identify and address operational inefficiencies.
- Account Segmentation management & analysis
- Troubleshooting operational issues as they surface
What You Need to Succeed
What Sets Us Apart
Our job titles may span more than one career level. The starting base pay for this role is between $110,000 and $125,000. The actual base pay is dependent upon many factors, such as : location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.
TO ALL RECRUITMENT AGENCIES :
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
Salary : $110,000 - $125,000
