Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and drive value. Our teams collaborate to identify solutions using competitor and industry trend analysis, providing valuable insights for strategic decision-making. We're responsible for facilitating smooth transitions during organizational change efforts that promote employee adoption. You'll help solve challenges faced by our teams to help make Zscaler more efficient in meeting our customers' needs.
The Senior/Staff Analyst, Customer Success will report to the Sr. Business Intelligence Manager. We are looking for a Data Analyst to join our Customer Success team. You will delve into data, uncover patterns, and transform insights into applicable recommendations and strategies. Your primary focus will be on analyzing customer data to enhance the customer experience and improve business growth. This role is remote in Costa Rica.
Responsibilities:
- Take complex business problems and use creativity and your knowledge of business systems, process and data to organize and collate the information required to inform decision-making and actions.
- Deliver financial and resource modeling to assist leaders in planning exercises
- Present complex data in an easy-to-understand way to guide action
- Create relationships, influence, and collaborate internally and externally at all organizational levels; to move things forward and remove roadblocks
- Pivot and adjust with changing needs.
- Product Management mindset with End-to-end Accountability.
- Develop data-driven proposals, analysis and powerpoint decks. Occasionally - POCs, wireframes, data instrumentation and visualizations.
- Develop POC, wireframes, data instrumentation and visualizations.
- Refine and define KPIs; ability to make recommendations to the business.
- Improve processes, lead iterative review cycles to deliver and improve dashboard results that exceed user expectations. Create & set up SOPs to unlock efficiency.
What We're Looking For (Minimum Qualifications):
- 8+ years of experience in Business Insights function with 4+ years in Tableau and proficiency in SQL and relational databases.
- Experience developing POC, wireframes, data instrumentation and visualizations
- Experience with financial modeling & forecasting, Excel/Google Sheet, Snowflake and Salesforce.com
- Expertise in data solutions backed with descriptive, prescriptive, diagnostic, and data mining skills and deep familiarity with dimensional modeling/data warehousing concepts
- Exposure to department within Support, Customer Success, Renewals, Sales, and Professional Services
What Will Make You Stand Out (Preferred Qualifications):
- Experience with analytical approaches both quantitative and qualitative, and their suitability in different contexts - This includes experience with Einstein, SAP HANA, SQL Server, GCP or other databases and experience with logical to physical, Erwin, ER
- Exposure to Business Objects, Qlik
- Experience guiding analytics solution in a versatile environment and collaborate with diverse teams
- Experience with queries and display large datasets while maximizing the performance of dashboard
- Data analysis experience - Ability to work with a variety of metrics, numbers, and data from multiple sources and conduct statistical analysis, including correlations, linear and logistic regression, and forecasting. Explain complex analytics.
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At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to DEIB, visit the Corporate Responsibility page of our website.
Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:
- Various health plans
- A time off policy
- Parental leave options
- Retirement options
- Education reimbursement
