Senior Data Analyst - Cloud Collaboration Customer Success

  • Location:
    San Jose, California, US
  • Area of Interest
    Business Strategy and Operations
  • Job Type
    Professional
  • Technology Interest
    Big Data, Analytics, Collaboration, Video, Internet of Everything
  • Job Id
    1204129
New
What You'll Do 

At Cisco, we believe delivering outcomes beyond our customer's expectations drives our mutual success.   We are looking for a Senior Data Analyst to join Cisco's Cloud Collaboration Technology Group.  You will help identify drivers of highly engaged and successful customers to help shape our Customer Success strategies by leading analyses and presenting key business insights. You will connect business, financial, product usage and customer touchpoint information to create powerful insights that drive our Customer Success strategy. You will find patterns in data as you draw from and build your skillset of data-mining techniques. You will present your analysis to senior leaders and executives as a story that moves beyond the data and explains “the why” as they plan the future of Cloud Collaboration at Cisco. 

Responsibilities

Lead detailed analysis of our Customer Life-cycle data, to identify actionable insights driving customer adoption, retention and growth through our Customer Success practice.

Create and analyze large sets of data across customer touch points, product telemetry and financial data.

Produce results from these analyses that will be used to drive Company investments and strategies to increase customer adoption, retention and growth.

Prepare results to be communicated across the organization in a way that informs and drives the organization to action

Connect the dots across business and its product lines, routes to market, engagement models and customer outcomes to tell a story and provide insight, rather than just reporting the data

Use real-time analytics to provide recommendations to executive leadership and management to maximize adoption, retention and growth within the Cloud Collaboration SaaS business.

Develop comparative indexes (benchmarks) that measure how we compare to industry peers in key performance and usage metrics.

Collaborate to turn quantitative decisions on complex business problems into action.

Share key learnings with leadership from research with actionable strategic interpretation and recommendations.

Who You'll Work With

This role is a highly collaborative. You’ll be part of our Cloud Collaboration Data Strategy and Science team surrounded by other data loving individuals working closely with the leadership of our Customer Success organization, Product Organization developing Cisco WebEx, Cisco Jabber and Cisco Spark, and our technology group leadership team.

Minimum Qualifications
*      Understand SaaS recurring revenue business models, collaboration applications and customer success practices to develop a clear vision of the analytics potential for Customer Success.
*      Develop causal models that explain and highlight key business trends.
*      Prepare and deliver powerful presentations with rich data visualizations and meaningful business conclusions.
*      Ability to present key insights and recommendations to leadership and people that have varying levels of technical and business knowledge.
*      Intellectual curiosity and ability to handle high levels of ambiguity but seek clarification when needed
*      Able to sustain quick turnaround times for research, data analysis, and distillation of actionable conclusions.
*      Experience working with distributed systems, and strong understanding of technologies like (R, SPSS or SAS), Tableau, Spark, Hadoop/Hive, mySQL etc.
*      Master's Degree or PhD in Computer Science, Mathematics, Statistics or similar field of study, and more than 3 years of equivalent work experience in data analytics.
*      3+ Years of business consulting or similar work experience turning transformative business recommendations into successful outcomes.
 
Why Cisco
We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns. 

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