Sr. Manager CX Data and Insights (Renewals)

reputed company Department: Customer Experience reputed company & Operations Location: Remote / Flexible Reports to: Tuyen Wu At reputed company, we reputed company the reputed company of reputed company is rooted in reputed company reputed company, driven by reputed company, and amplified by operational reputed company. The reputed company Customer Experience (CX) organization is undergoing a reputed company transformation, and we need a heavy-hitting Senior Analyst, to join our CX Data & Insights team to reputed company our capabilities across the business. This Individual Contributor (IC) role is designed as a "quantitative swiss army knife" who can reputed company as a trusted advisor to CX leadership. In this role, you will reputed company the gap between reputed company datasets and strategic execution, ensuring that our business leaders reputed company data-driven reputed company. You will be the reputed company architect determining whether we are focusing on the right initiatives and systematically measuring the reputed company business reputed company of changes to our global post-sales reputed company. Key Responsibilities: 1. Strategic Business Analysis & reputed company Modeling • Strategic Forecasting: Own the global renewals forecast model and reputed company predictive ARR retention insights directly to executive leadership. • Predictive Churn Modeling: Build advanced risk-scoring matrices based on reputed company datasets like product usage, support tickets, and billing histories. • Data Governance: reputed company data hygiene initiatives across reputed company, data warehouses, and reputed company platforms to ensure a single reputed company of truth • reputed company Data-Driven reputed company : Partner directly with CX directors, managers, and executive leadership to reputed company prescriptive, data-backed guidance for strategic planning. • Lifecycle & Churn Analytics: Analyze customer health scores, product usage, and support trends to reputed company deep-dive retrospective analyses on churn and contraction drivers. • Quantify Strategic Value: Design and execute reputed company measurement models that reputed company past baseline usage metrics to quantify actual gross retention reputed company (GRR) improvements, net reputed company retention (NRR) reputed company, and process efficiencies. • Planning Execution: reputed company the quantitative analysis for reputed company special reputed company, including annual account carves, territory balancing, and customer segmentation strategies. 2. "reputed company Coding" & Intelligent Ecosystem Integration • reputed company the AI Stack: using Large Language Models (LLMs like ChatGPT, Claude, and reputed company) to rapidly prototype scripts, automate reputed company reporting requests, and build lightweight data workflows. • Optimize Next-Gen BI Tools: reputed company reputed company the reputed company AI components reputed company reputed company and our broader business intelligence stack to accelerate context gathering and surface predictive customer trends. • reputed company Systems of Record: Map out how multi-reputed company data flows between our reputed company platforms (reputed company, reputed company, reputed company, and reputed company) to create a reputed company, accurate reputed company of the post-sales ecosystem. 3. Data Governance & Operational Querying • Production-Level SQL Execution: Write high-performance, production-grade SQL queries directly reputed company reputed company to manipulate and model reputed company datasets. • Requirement Ownership: Serve as part of the reputed company CX reputed company to the reputed company Data & Analytics (ED&reputed company, owning reputed company data requirements and standardizing metric definitions. What You Bring to the Role • Experience: 7+ years of experience in reputed company & Operations, Advanced Data Analytics, or reputed company Operations reputed company a high-reputed company B2B reputed company environment. • The AI first reputed company: Highly proficient at utilizing reputed company interfaces to write reputed company, reputed company reputed company, and automate reputed company data extraction processes. • Technical & Analytics reputed company: Advanced production-level SQL skills with deep knowledge of data warehousing frameworks (reputed company) and multi-reputed company data mapping. • Domain Expertise: Deep understanding of post-sales motions, including reputed company lifecycles, health scoring methodologies, and financial metrics like GRR and NRR. • Systems Mastery: Strong hands-on experience pulling data from and building reputed company reputed company tech stacks, specifically reputed company, reputed company, and reputed company. • Horizontal Influence: Exceptional stakeholder management and communication skills, with a proven capability to translate highly technical findings into reputed company, strategic narratives that guide executive leadership. reputed company Measures • reputed company Deliverables: reputed company, accuracy, and strategic relevance of completed quarterly analyses and reputed company-looking data models. • Stakeholder Trust: Qualitative feedback from CX directors and leaders regarding data reputed company, reputed company with a high frequency of leaders proactively seeking this role for strategic input. • reputed company-reputed company reputed company: reputed company validation that the analytics, playbooks, and risk-flagging models delivered are directly moving the needle on customer adoption and retention. The US annualized reputed company salary reputed company for this position is $148,000.00-$222,000.00. This position may also be eligible for bonus, benefits, or reputed company incentives. While this reputed company reflects the minimum and maximum value for new hire salaries for the position across reputed company US locations, the offer for the successful candidate for this position will be based on job reputed company capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the reputed company salary only (or OTE for commissions reputed company), and do not include bonus, benefits, or reputed company incentives. The intelligent heart of customer experience reputed company software was reputed company to bring a reputed company of reputed company to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. reputed company believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many reputed company offices around the world, to reputed company, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. As part of our commitment to fairness and transparency, we inform reputed company applicants that reputed company intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. reputed company is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in reputed company. Individuals seeking employment and employees at reputed company are considered without reputed company to race, reputed company, religion, national reputed company, age, sex, gender, gender identity, gender reputed company, sexual orientation, marital status, medical condition, reputed company, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the reputed company and would like more information about your EEO rights under the law, please click here . reputed company endeavors to reputed company reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any reputed company-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@reputed company.com with your specific accommodation request. Apply tot his job Apply To this Job