Business Intelligence Analyst: Customer Success

Box’s Customer Success (CS) team is an industry leading group focused on driving customer engagement and 
satisfaction across Box's entire customer base.  The Customer Success Operations team works to improve the productivity, processes, and systems of the various CS functions including Customer Success Management, Customer Engagement, User Services, Box Consulting and Renewals.
 
Our Customer Success Operations team is looking for a data and process driven individual with strong drive who wants to be part of scaling a great organization and being the engine behind our data and reporting.  You will bring the energy to the role to rapidly scale the team while delivering amazing service.
 
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
  • Operationalize business intelligence for CS by creating and maintaining self-service tools and pre-defined analyses for core CS KPIs
    • Building and maintaining dashboards to deliver the right data to teams efficiently
    • Documentation and training CS teams on dashboards, data analysis best practices, analytic approaches and/or tools & tips
    • Manage delivery of routine reports & dashboards to business unit leaders
    • Provide interpretation, analysis, or insight along with clearly-stated information
    • Create dashboards for Customer Success Management team and lead weekly review cadence
  • Central point of contact for in-bound, ad-hoc reporting and analytics services
    • Prioritize many in-bound requests and manage request queue
    • Partner with Business Analytics team, stakeholders, Enterprise Systems and CSOPS to prioritize workload to ensure focus on highest value-add projects
    • Proactively automate valuable analyses that are recurring in nature
  • Central point for all dashboard / data issues
    • Baseline understanding of systems and data
    • Own the data definitions in partnership with Business Analytics team
    • Lead resolution on data quality and uptime issues with Enterprise Systems and Business Analytics
 
 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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