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. You will support, drive and build out the Customer Success strategy by connecting data and insights to drive flawless customer onboarding, product adoption, customer experience, product expansion and to reduce churn. This role will focus on driving alignment cross-functionally, provide support in building lifetime customer relationships and leverage data to unlock our customers ever changing business outcomes while using our products.

[ Show us your proven track record of leading and sustaining data driven improvements and decisions! ]{.underline}

What will you do?

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

[Workflows and System Development]{.underline}

SME around systems, internal workflows, the data setsand the available reporting translate business needs into technical requirements

Able to analyze a define appropriate workflows

Experience with MS SQL

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

[Data Analysis/Reporting to Support Data Driven Decision Making]{.underline}

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

[Strategic Key Performance Indicators]{.underline}

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

[Knowledge, skills and abilities to be successful:]{.underline}

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