BI Analyst, Customer Success at Sisense

| Greater NYC Area | Remote
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USE DATA TO ASSIST AND OPTIMIZE THE NEXT GENERATION OF SAAS CUSTOMER SUCCESS PROFESSIONALS

As a CS BI Analyst, you will seek opportunities to apply data to the business to improve our customer retention and growth outcomes. You’ll develop and implement churn and retention models, drive business decisions around Customer Success performance and customer health measurement, and expertly use KPIS and narratives to build data driven operational excellence within our Customer Success team and executive leadership.

 This will involve:

  • Partnering with stakeholders in Customer Success Business Operations, Product, and Finance to identify data opportunities.
  • Designing, building, and maintaining BI models and dashboards (for on-going and ad-hoc analysis).
  • Identifying data and process improvement opportunities by monitoring existing metrics, analyzing data, and partnering with internal teams.

We're looking for an expert in quantitative and qualitative analysis, who is passionate about data, reading the nuances of the business, and constantly curious about how it can be used to drive business decisions. We view this role as a trusted advisor to our Customer Success teams to help them make informed decisions around strategy, priorities, and tactics. 

WHY YOU SHOULD JOIN OUR TEAM:

Our team's mission is to be the source of actionable intelligence for Sisense. The team partners with business leaders and users to add value through data, make data-informed decisions, discover insights, and share knowledge. Our Customer Success leadership team are SaaS industry veterans who are hyper-focused on running a data-driven business.

Our company and product are focused around serving you. Being on the data team means you get early access to cutting edge technology & are a north star for data teams.

WHAT YOU’LL DO?

  • Drive results through scalable data products in the landscape of B2B Customer Success
  • Research and identify impactful business and customer success problems and translate them into structured analysis, actionable insights
  • Use data analysis and business intelligence techniques to identify trends from complex data sets
  • Examine customer success performance: churn, retention, adoption and customer journey / health activities data to identify opportunities for improvement
  • Design & develop data structures that will allow in-depth analysis for customer success activities and collaborate with business systems teams to execute
  • Build and maintain BI dashboards to make informed decisions quickly while empowering others cross functionally to have information readily accessible
  • Serve as an analytics expert for customer success teams, assist with technology stack and vendors selection
  • Develop strong relationships and collaborate with cross-functional teams within the Customer Success organization and across the company (BizOps, Finance, Product, R&D)
  • Constantly be on the lookout for ways to improve efficiency, clarity and deliver better value to the organization
  • Collaborating with leadership and end users to identify needs and opportunities for improved data management and delivery 
  • Execute sophisticated quantitative analyses and advanced modeling that translates data into actionable insight
  • Evaluate new tooling that will improve our customer success analytic prowess.

HOW YOU'LL RAMP:

By Day 30

  • Learn the fundamentals of Customer Success — our basic KPIs, workflows, and business systems. 
  • Understand our business systems and data structures
  • Get to know other stakeholders in Customer Success, Finance and Business Operations who you'll be working with.

By Day 60

  • Utilize our existing Sisense dashboards for analysis and start building your own.
  • Be familiar with our current data warehouse and BI models. 
  • Have regular meetings with other stakeholders to learn, share information, and prioritize initiatives.

By Day 90

  • Reach a high level of proficiency with the Sisense platform to build dashboards for both long-term departments use and for one-off ad-hoc analysis.
  • Work directly with Customer Success Leadership to build your analytics roadmap.

WHAT YOU'VE ACCOMPLISHED...SO FAR:

  • You have worked in a start-up or tech company and are familiar with the inside customer success structure and affiliated tech stack.
  • You have superior analytical, critical thinking, and quantitative skills with a passion for digging deeper and discovering the next insight.
  • You have the ability to forge strong relationships with business partners at all levels of the organization.
  • You have demonstrated an ability to understand business drivers, collaborate with leaders, and diagnose business problems that can be addressed through data and analytics
  • You have an affinity to drive strategic direction through insightful analysis.
  • You are flexible, adaptable, and able to learn on the fly. You thrive in a fast-paced, ever-changing work environment.
  • You work with a high sense of urgency and rigorous attention to detail.
  • You have excellent oral and written communication skills.
  • You have a high level of proficiency with BI tools 
  • You have strong, hands-on experience with SQL
  • You have a good level of proficiency with Excel
  • You have experience in Customer Success analytics/business analytics/business intelligence
  • Familiarity with information systems such as: Salesforce, GainSight, Zendesk

ABOUT SISENSE

We are a radically innovative BI company focused on redefining every aspect of business analytics. We’re an industry leader with more than 2,000 global customers, including Expedia, Flexport, Nasdaq, GE, Philips & Tinder. We’ve been recognized as a leading visionary in Gartner’s Magic Quadrant for Analytics and Business Intelligence. We’re onboarding rapidly!

We have over 750 employees with offices in San Francisco, New York, Tel Aviv, Scottsdale, Melbourne, Tokyo, London and Kyiv. We believe strongly in a data-driven approach to all that we do. We're constantly measuring and optimizing everything about the business. We’ve been recognized by Comparably, Glassdoor and Best Places to Work for our amazing company culture.




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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • D3JSLibraries
    • jQueryLibraries
    • HighchartsLibraries
    • LeafletLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • GraphQLFrameworks
    • apolloFrameworks
    • MobxFrameworks
    • RabbitMQFrameworks
    • Apache CordovaFrameworks
    • iOS SDKFrameworks
    • Android SDKFrameworks
    • IonicFrameworks
    • MongoDBDatabases
    • RocksDBDatabases
    • MonetDBDatabases
    • SeismicCMS
    • ConfluenceCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

1359 Broadway 4th Floor , New York, NY 10018

An Insider's view of Sisense

How does your team reward individual success?

Employees deserve constant recognition for their hard work and I believe in celebrating individual wins on a daily basis. My team has a Slack channel that allows us to post our wins throughout the day. On a larger scale, we have the Sisense Sizzle, a bi-weekly opportunity for the office to celebrate anniversaries, promotions, peer awards, and more!

Eden

Business Development Representative Team Lead

How do you collaborate with other teams in the company?

Collaboration is in Sisense’s DNA. Sales helps my team grow, bringing in new projects, so we return the favor when they need references or technical advice to help close a deal. R&D helps us develop solutions, so we provide them feedback to improve our product. There’s always a new challenge, but everyone is willing to pitch in.

Max

Solutions Architect

How does the company support your career growth?

Sisense hosts a program that discusses our internal mobility process and skills development to advance your career to the next level. I expressed my interest in a role on the People team in our new San Francisco office, and now I'll be relocating to help grow the engineering team there!

Avril

Technical Recruiter

What is your vision for the company?

My vision for the company is to grow a diverse and professional community of builders who will moonshot their career and accelerate our growth. We strive to empower builders to be their best selves and do their work!

Nurit

Chief People Officer

What kinds of technical challenges do you and your team face?

Delivering an effective BI solution requires data modelling, product customization, and our API to meet customer requirements. With quick access to dedicated R&D mission teams and loads of experience from colleagues, I know that everyone is committed to overcoming these technical hurdles, and this directly contributes to our customers' success.

Chad

Enterprise Business Intelligence Consultant

What are Sisense Perks + Benefits

Sisense Benefits Overview

Sisense Inc. offers a comprehensive benefits program to all eligible employees. Employees are eligible to enroll in the various plans on the date of hire, within 30 days of a qualified life event, or annually during the open enrollment period. We are confident that you will find this benefit package of great value to you and your family.

Medical, Dental and Vision plans, health savings account with employer contribution, flexible spending account employer paid long term and short term disability, employer paid Life Insurance and AD&D Insurance, additional Life and AD&D insurance options, 401K Plan w/ employer match, 10 Paid Holidays, unlimited PTO, first Friday after each end of quarter we “Come up for Air” (mandatory), Internal Meeting-Less Days, health advocacy, employee assistance program, generous employee referral program, free stocked kitchens, WellSense programs that include yoga, workout programs, etc to promote healthy/happy employees, discounted tickets (ticketsatwork), paid parental leave, pretax parking/commuter benefits (NYC), Paid Parking (AZ), Employee Experience Program that includes monthly/quarterly events like happy hours, employee outings, summer party, holiday party.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Sisense's offers several Flexible Spending Accounts (FSA) through Wageworks. The programs are: Health Care FSA, Dependent Care FSA, and Commuter Benefits.
Disability Insurance
Sisense's provides short-term and long-term disability.
Dental Benefits
Sisense provides two options for Dental through Delta Dental: DHMO and a PPO.
Vision Benefits
Sisense's Vision Service Plan is covered by VSP.
Health Insurance Benefits
Sisense's health insurance plan is with Cigna and we offer three options, PPO, HSA - High, & HSA - Low.
Life Insurance
Sisense offers employees who work 30 hours or more, basic Life Insurance and employees have the option to elect voluntary Term Life Insurance.
Wellness Programs
Sisense's offers bi-weekly yoga classes and monthly mashups activities.
Mental Health Benefits
Sisense offers access to licensed professional counselors (health advocates).
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Professional Development Benefits
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Customized development tracks
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