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.

Compensation

The base salary range for this position is $140,000-$198,000 and will be determined by the candidate's location, qualifications, experience, and education. Final compensation packages are competitive and in line with industry standards, reflecting a variety of factors, and include a comprehensive benefits package. This may cover Health Insurance, Life Insurance, Retirement or Pension Plans, Paid Time Off (PTO), various Leave options, Performance-Based Incentives, employee stock purchase plan, and/or restricted stocks (RSU’s), with all offerings subject to regional variations and governed by local laws, regulations, and company policies. Benefits may vary by country and region, and further details will be provided as part of the recruitment process.

Equal Opportunity Employer

NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, protected veteran status, and any other protected classification.

Did you know...

Statistics show women apply to jobs only when they're 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.

We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. Finally, we provide financial savings programs to help you plan for your future.

If you want to help us build knowledge and solve big problems, let's talk.