Sales Business Analyst
Full Time, ExemptSan Mateo, CA
Ensures improved customer experience through analysis of customer feedback, cross-functional team alignment, and driving improvements. The ability to coordinate and lead cross-functional teams in order to drive product, process and system improvements is key to success in this role. You will utilize your strong technical competencies, customer support experience and project management skills to drive excellent customer experience.
responsibilities
  • Analyze historical data and find the potential issues that may impact customer experience
  • Review customer support contact channels like phones, chats, emails, web forms, social media, sales channels, etc. to identify areas that influence customer experience
  • Manage day-to-day US and oversea customer success team operations
  • Lead US and Oversea teams’ trainings, calibrations, and quality reviews to identify areas of improvement Create effective procedures, policies, and standards
  • Identify top issues and drive corrective actions with cross functional teams
  • Work with GTM, APP and other related teams to propose and improve the product supportability
  • Notify customers of new product features, product maintenance checklist and product alert analysis or recommendations
  • Prepare periodic and custom reports
  • Other duties, responsibilities, and qualifications may be required and/or assigned as necessary
Requirements
  • Bachelor’s degree with technical discipline preferred
  • 5+ years of proven experience supporting customers directly and 2+ years’ project management experience
  • Outstanding written and verbal communication skills
  • Detailed project planning experience, self-starter
  • Analytical skills to parse through data and identify patterns and trends
  • Creative approach to problem solving
preferred qualifications
  • PMP certification a plus, but not required