Lead BI Analyst (Customer Success Analytics)

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You may occasionally be required to travel for business

Description and Requirements


"At BMC trust is not just a word - it's a way of life!" 

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!  

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 

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


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

·         Master’s degree will be an added advantage.


·         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

Our commitment to you! 


BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU! 


If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas! 


BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender,  gender expression,  gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran.  If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is INR 1,380,375 - INR 2,300,625.


Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

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