Position Description

The Lead BI Analyst is responsible for all reporting for BMC’s Customer Success organization.  This includes the design, creation and maintenance of numerous complex reports and dashboards that are used by the Customer Success Leadership to review KPIs and drive critical business decisions.  

The ideal candidate has a deep understanding of all aspects Customer Success strategy and key performance indicators to uncover key opportunities to drive business performance. This role supports the broader Customer Success, Professional Services and Support teams by enabling the department to run the business with insights.

This role requires communication and collaboration with many departments and geographies.

Primary Roles and Responsibilities

·         Collaborate across Customer Success teams and business leaders to understand complex business questions that data can answer to drive insights

·         Analyze data from various sources (eg: Gainsight, Salesforce)

·         Perform analysis based on a variety of factors, including customer segmentation, product usage, and adoption analysis

·         Maintenance and troubleshooting of existing reporting solutions

·         Build efficient and accurate processes and standards that build trust with data and provide consistent metrics across the organization

·         Ensure end user success through strong customer service skills and understanding of the end user’s goals and objectives

·         Responsible for driving actionable insights and business recommendations to the Customer Success leadership team through ad hoc data analysis

Qualifications

·         Bachelor’s degree in business administration, Operations, or a related field

·         Master’s degree will be an added advantage.

Experience

·         Minimum of 3-4 years of work experience, with at least 2 years in the Software industry

·         Experience with CRM software such as Salesforce, CS platforms such as Gainsight, and reporting platforms such as Tableau

·         Excellent project management, time management skills, organization skills and attention to detail

·         You may have had prior experience as a Business Operations Manager, supporting Sales, Customer Success, Consulting or Renewals teams

·         Must be able to handle multiple tasks and meet deadlines in a fast-paced environment

·         Business analysis and requirements gathering abilities

·         Design thinking concepts or other visualization concepts that drive storytelling with data

·         Ability to design and build data sources and reports using a variety of modern analytics tools such as Tableau, and MicroStrategy

·         Strong working knowledge of Alteryx or a data preparation, blending & analysis toolset

·         Basic experience in scripting with SQL, extracting large sets of data, and design of ETL flows

·         Excellent organizational and analytical skills

·         Quick learner and a team player

·         Intellectually curious and enjoys solving business problems with data

·         Self-starter who is willing and able to take initiative.

·         Ability to communicate & present effectively to influence outcomes at different levels in the company, from Individual Contributor to Senior Leaders

·         Experience in predictive analytics, machine learning, and/or artificial intelligence desirable