Business Intelligence Analyst: Customer Engagement

 
Box’s Customer Success (CS) team is an industry leading group focused on driving customer engagement and satisfaction across Box's entire customer base.  As an analyst focused on Customer Engagement, you will be working to build the data-driven engine to make our 70,000+ paying business customers not only insanely successful, but ideally into ardent Box advocates. You'll get a first hand view of how millions of users across the world use our products and interact with us. You will play a pivotal role in figuring out how different programs and messages resonate with different customer segments, and how these interactions impact product usage and adoption... and ultimately Customer Retention, the holy grail metric for SaaS!
 
We are looking for someone with passion for data who seeks the opportunity to:
  • Develop a deep data analytics skills set and learn from some of the leading business analytics minds in the world
  • Transform Customer Success by using data and analytics to improve Box’s ability to understand and engage with customers 
  • Get regular exposure to senior leadership at Box
 
 
 Responsibilities
 
  • Leverage data to understand how our customers and users are using Box, proactively identify areas of opportunity, and execute projects to drive growth and engagement of Box users and admins at scale
  • Drive analytics and reporting on the digital engagement funnel across all major scaled communication channels (e.g., Community, In-App, Email, Chat, etc.) 
  • Define segmentation strategies for all engagement campaigns to drive maximum impact
  • Bring data and analytics horsepower to all major customer engagement experiments
  • Build and maintain core Customer Engagement dashboards:
    • Manage delivery of routine reports & dashboards to relevant stakeholders
    • Provide interpretation, analysis, or insight along with clearly-stated information
    • Lead regular data reviews with key stakeholders
  • Partner with operations team to support administration and optimization of core systems
  • Partner with the following teams to drive improvement of reporting tools, systems, and data:
    • Customer Success Operations team, including BI Analyst for Customer Success and Operations Manager for Customer Engagement
    • Business Analytics team
    • Enterprise systems team
 
 Qualifications
  • Self-motivated and driven
  • Significant experience with SQL (you have an understanding of how relational databases work and how to query against them, experience with BI tools such as Tableau)
  • Proficiency with Excel (you are comfortable with Pivot tables, Vlookups, and charts)
  • A demonstrated history of conducting quantitative analyses that have driven valuable change or optimization in a business context
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests
  • 4 year college degree
  • 2+ years experience in a quantitative role

Meet Some of Box's Employees

Christian I.

Field Customer Success Manager

Christian works with Box customers post-implementation to ensure they’re successful with their new software—and help them best use the services they subscribe to.

Jason G.

Director, Enterprise Sales

Jason and the 11-person team he manages are responsible for all of the Box enterprise software sales throughout the northeastern United States region.


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