Job Description
Overview:
Job Title: Sr. Data Analyst, Customer Experience
Location: Bangalore, India
Function: Customer Experience
Position Type: Regular, Full-time
Position Level: 3
Xactly Corporation was founded to solve an important challenge: how to help people everywhere connect and unleash their human potential through seamless, perfectly aligned Sales Performance Management. Xactly’s comprehensive Sales Performance Management (SPM) suite leverages data from a sales performance AI platform to provide timely insights across the entire SPM value chain, from sales planning to execution, including compensation to optimization. Xactly takes Sales Performance Management from a dark art to a science, providing decision-makers with the data insights they need to tap the motivational power of their incentive compensation. With access to predictive analytics and benchmark data, enterprises can now optimize territories, design the right compensation and incentive plans and accelerate attainment and optimization of sales performance.
THE OPPORTUNITY
As Sr. Data Analyst at Xactly Corporation, you’ll be responsible for working with our Customer Success & Customer Support teams to ensure they have the data to make better decisions faster. You’ll create and maintain models and reports for ongoing and ad hoc review and analysis of data. You’ll generate dashboards, reports and presentations that aid in data storytelling, understanding and interpretation of trends and patterns of business importance.
We are seeking an energetic, driven team member who is passionate about continuous improvement and helping others reach their potential. We’re all about making things easier, better, and more efficient for our customers and team members.
THE TEAM
Xactly’s Customer Experience team spans Customer Success, Customer Support and Education Services team members. We are a globally distributed team with team members in the US, India, UK, Canada, Japan and Australia. The teams work closely to transfer knowledge and collaborate to ensure we deliver quality experiences to our customers around the world. You will be required, on occasion, to work hours that have some overlap with the US and UK to collaborate with team members based in those locations.
THE SKILL SET:
5-8 years of experience as a Data Analyst identifying opportunities and driving decisions in a Sales, Customer Operations or other aligned business function.
A high level of proficiency with Excel/GSheets, Salesforce reporting and Tableau or other BI proficiency
Prior success identifying and reporting on intercorrelations/predictive relationships between various metrics/datasets
Ability to share multiple examples where you identified trends, root causes and provided actionable steps that led to improved business outcomes
A natural ability to build user-friendly dashboards and high-quality data visualizations that drive actions
Experience presenting to, discussing findings with and making recommendations to an Executive level audience.
Experience with a product analytics app e.g. Pendo or Customer Success software (e.g. Gainsight) is a plus
RESPONSIBILITIES
Provide weekly, monthly, quarterly reporting on multiple Customer Support and Customer Success KPIs, review trends and providing summaries of your analysis of these trends
Develop user-friendly dashboards and high-quality data visualizations that drive actions
Conduct data deep dives on Customer Support, Customer Account and product usage data exploring correlations and relationships between various metrics/datasets
Contribute to the development of a suite of predictive models to measure account health and provide actionable alerts and recommendations to improve customer outcomes
Collaborate closely with Customer Support and Customer Success leaders finding opportunities to increase efficiency and scale our business effectively
Consult with and gather required information and data from multiple cross-functional departments and systems, e.g. Engineering, Finance and Marketing
Other tracking, reporting, operational and planning tasks as required
WITHIN ONE MONTH, YOU’LL:
Gain an understanding of the scope and responsibilities of the Xactly Customer Support and Customer Success teams
Meet with and build relationships with all Support and Customer Success managers to understand their goals and challenges
Familiarize yourself with the KPIs, supporting data and ongoing trend analysis we use to run the Customer Experience organization
Start to form opinions about improvements and updates you will make to improve dashboards and reports and our ability to gain deeper, actionable insight into the business.
Complete initial training on our Incent product and gain a basic understanding of Sales Compensation
WITHIN THREE MONTHS, YOU’LL:
Provide regular team and executive reports - weekly and monthly reporting including reviewing trends and providing summaries of your analysis of these trends
Have formed an opinion on how to further automate existing reporting
Have surprised us with some new impactful insights from the available data!
WITHIN SIX MONTHS, YOU’LL:
Be a fully integrated member of the Customer Experience team
Be the Go-To person for all data, metrics, trends and analytics needs
BENEFITS & PERKS
Paid Time Off (PTO)
Comprehensive Health and Accidental Insurance Coverage
Tuition Reimbursement
XactlyFit Gym/Fitness Program Reimbursement
Free snacks onsite(if you work in office)
Generous Employee Referral Program
Free Parking and Subsidized Bus Pass (a go-green initiative!)
Wellness program
OUR VISION: Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals.
OUR VALUES: Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day we’re committed to upholding them by delivering the best we can to our customers.
Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, ****** orientation, or any other characteristic protected by law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
ly family has the power to make a difference and unleash their full potential.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
