Customer Success Data Analyst II

4 weeks ago

Seattle, Washington, United States F5 Networks Full time
Customer Success Data Analyst II

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world.

We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

You will be a part of our Customer Success Team working closely with business partners across the company globally.

Key Responsibilities:

  • Develop and map customer journey workstreams for quality definition and improvement efforts including Customer Success, Sales, Training, Product, and all other organizations.
  • Build trust and expertise through ongoing coordination with Sales, SMEs, Analysts, and support Digital Transformation efforts.
  • Translate business needs into technical requirements and analyze data to define appropriate workflows.
  • Experience with MS SQL and writing SQL code to support data transformation into Tableau Server from SQL server Data Warehouse.
  • Perform testing to ensure data integrity and data validation.
  • Good understanding of data configuration and data objects within F5.
  • Expert knowledge of Salesforce, Excel, and other spreadsheet tools.
  • Analyze business needs and make recommendations on processes and operational improvements.
  • Provide consistent support for weekly/monthly and quarterly CS reviews.
  • Aggregate and analyze data from surveys and other systems to provide data-driven analysis into utilization, consumption, and customer health reporting.
  • Analyze data trends and data points to create a model which identifies potential risk to churn.
  • As well as ad-hoc requests for analysis and reporting and system admin requests.
  • Understand business objectives/goals and automate KPIs into dashboards/scorecards.
  • Act as a key liaison between business and technology teams to ensure that the appropriate applications, integrations are designed to meet the evolving CS business requirements.

Requirements:

  • Proven attention to detail, with ability to dive deep into data issues to find root causes that lead to quality/process improvement.
  • Demonstrated ability to collaborate, listen, and influence across organizational boundaries.
  • Demonstrated ability to lead teams focused on data quality improvement efforts.
  • Positive, self-motivated, flexible, persistent, with good interpersonal skills.

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