Business Analyst

Summary

Join Simpplr as a detail-oriented Business Analyst to collaborate with Customer Success Managers (CSMs) in the US. You will leverage data analysis to address customer problems, providing actionable insights through reports, dashboards, and presentations. This role requires analyzing customer data to identify trends, developing reporting tools, and presenting findings to CSMs and stakeholders. You will work closely with CSMs to diagnose issues, propose solutions, and optimize customer retention. The ideal candidate possesses strong analytical and communication skills, experience with data analysis tools, and a customer-centric mindset. This position offers a Hub-Hybrid-Remote work model, providing flexibility based on the role's requirements.

Requirements

• Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field
• 5+ years of experience in a business analyst, data analyst, or related role, preferably within a Customer Success environment
• Strong analytical skills, with the ability to interpret data and provide actionable insights. Strong problem-solving abilities and a customer-centric mindset
• Proficiency in data analysis tools (e.g., Excel & Power BI)
• Experience in developing dashboards and driving visibility to stakeholders
• Experience with CRM tools such as Salesforce, Hubspot, Gainsight
• Excellent communication skills, with the ability to translate complex data into easy-to-understand presentations
• Ability to work collaboratively with CSMs and cross-functional teams

Responsibilities

• Analyze customer data to identify trends, patterns, and areas for improvement in product usage and customer engagement
• Collaborate with CSMs to understand customer needs, challenges, and goals, providing data-driven solutions
• Develop and maintain dashboards and reporting tools to monitor customer health and product performance
• Work closely with CSMs to diagnose customer issues using data and propose effective solutions
• Present insights and recommendations to CSMs and customers through regular reports and presentations
• Use quantitative and qualitative data to help CSMs optimize customer retention, satisfaction, and product adoption
• Prepare detailed, customized reports for CSMs and key stakeholders, summarizing findings and performance metrics
• Design and deliver compelling presentations that clearly communicate complex data and insights to both technical and non-technical audiences
• Track and report on key customer metrics such as usage, satisfaction, and churn, ensuring CSMs have the necessary information to drive customer success
• Serve as a liaison between CSMs, customers, and internal teams such as Product, Sales, and Data Analytics
• Continuously improve data collection and reporting processes to enhance the overall customer success function
• Participate in cross-functional meetings to provide insights into customer issues and product improvement opportunities

Preferred Qualifications

• Experience working in a SaaS or technology company
• Familiarity with customer success metrics and KPIs (e.g., NPS, churn rate)

Benefits

Hub-Hybrid-Remote Model