Do you have outstanding analytical skills and customer success expertise? Have you worked to associate disparate business data sources to analyze and visualize business trends? Can you be a motivated partner with all post sale customer enablement departments to help drive them towards success on a global scale? As a member of ExtraHop’s Operations team, this role is focused on partnering with the post sale teams to own strategy and drive analytical activities. 

Duties and Responsibilities

As a member of our Operations team, you will be responsible for:

• Creating reports and analyze data for patterns

• Ensuring effective data management and reporting on key metrics.

• Providing analytical and reporting support for operational leadership

• Analyzing area/regional growth performance

• Collaborating with other cross functional team, sales, services, marketing and to improve business performance

• Performing customer analysis and operational activity analysis in support of all post sale enablement departments. 

• Owning and executing Customer Intelligence programs, such as our annual Net Promoter Score survey and CSAT surveys

• Oversee & administer the use of related software platforms such as Tableau, Salesforce, Survey Monkey, Groove, Outreach and Eloqua

• Design, track and report on relevant post-sale activity KPI’s and metrics

• Interpret data and recommend improvements that will drive customer outcomes

• Liaise with Sales/Renewals, Finance, Sales, Marketing and other teams collaborating and/or interlocking with Customer Success with respect to Net Retention, Churn, Renewals and Cross Sell/Up Sell efforts

• Analyze customer health trends and maintain a dashboard of segmented customer accounts to characterize overall customer health, trends and risks

• Help support the creation and/ro leverage of content for internal Quarterly Business Reviews

• Work with Customer Success leadership to support the Heal Desk program which identifies distressed customers and tracks corrective actions that will improve the probability of customer retention

• Leverage existing Salesforce CRM and other tools to continually improve CS processes through automation, data enhancement and process tuning. 

As a starting point for this position, you’ll need the following background:

• Four-year college degree, preferably in a technical, analytical or financial field of study or equivalent work experience

• Have demonstrated abilities to aggregate, analyze and present large datasets and derive business insights and recommendations from such data

• Expert user in SalesForce reporting 

• Expert manipulating data for reporting in Google sheets and Excel

• Good presentation and written communication skills

• Ability to work effectively with professionals of different teams, especially Customer Success, Finance and Sales

• Demonstrated ability to function in a detailed-oriented manner, organizing a number of priorities in parallel and a consistent ability to produce deliverables on time

• Prior experience understanding of the demands of a customer-facing support and services organization

• Experience with Networking, Cyber Security or Software development a bonus 

• Experience with Gainsight a plus

$80,000- $101,000 + benefits+ options

Applicants must be authorized to work for ANY employer in the U.S.  We are unable to sponsor or assume sponsorship of an employment Visa at this time.