Customer Success Data Analyst II

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. 
 

Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.

You will be a part of our Customer Success Team working closely with business partners across the company globally. You will support, drive and build out the Customer Success strategy by connecting data and insights to drive flawless customer onboarding, product adoption, customer experience, product expansion and to reduce churn. This role will focus on driving alignment cross-functionally, provide support in building lifetime customer relationships and leverage data to unlock our customers ever changing business outcomes while using our products.

Show us your proven track record of leading and sustaining data driven improvements and decisions!

What will you do?

• Develop and map customer journey workstreams for quality definition and improvement efforts including Customer Success, Sales, Training, Product and all other organizations

• Build trust and expertise through ongoing coordination with Sales, SMEs, Analysts, and support Digital Transformation efforts

Workflows and System Development

• SME around systems, internal workflows, the data sets and the available reporting – translate business needs into technical requirements

• Able to analyze a define appropriate workflows

• Experience with MS SQL

• Writing SQL code to support data transformation into Tableau Server from SQL server Data Warehouse

• Perform testing to ensure data integrity and data validation

• Good understanding of data configuration and data objects within F5

• Expert knowledge of Salesforce, Excel and other spreadsheet tools

Data Analysis/Reporting to Support Data Driven Decision Making

• Analyze business needs and make recommendations on processes and operational improvements

• Provide consistent support for weekly/monthly and quarterly CS reviews

• Aggregate and analyze data from surveys and other systems to provide data driven analysis into utilization, consumption and customer health reporting

• Analyze data trends and data points to create a model which identifies potential risk to churn

• As well as ad-hoc requests for analysis and reporting and system admin requests

Strategic Key Performance Indicators

• Understand business objectives/goals and automate KPIs into dashboards/scorecards

• Act as a key liaison between business and technology teams to ensure that the appropriate applications, integrations are designed to meet the evolving CS business requirements

Knowledge, skills and abilities to be successful:

• Proven attention to detail, with ability to “dive deep” into data issues to find root causes that lead to quality/process improvement

• Demonstrated ability to collaborate, listen and influence across organizational boundaries

• Demonstrated ability to lead teams focused on data quality improvement efforts

• Positive, self-motivated, flexible, persistent, with good interpersonal skills

• Knowledge of MDM principles and workflows (especially Customer MDM)

• Knowledge of enterprise MDM tool suites such as Informatica, Oracle, etc (preferred)

• Demonstrated ability to perform complex SQL querying

• SharePoint, PowerBI, and Tableau knowledge (preferred)

• Understanding of Business Transactional Systems (such as Oracle EBS, Siebel CRM, Salesforce)

How do you qualify?

• Showcase a minimum of 2 years of industry experience in similar data analyst position

• Experience with SQL

• Hold a Bachelor's degree in Business/Economics/Finance, Math/Statistics, MIS, or other computational field of study (preferred)

Physical demands and work environment:

• Duties are performed in Seattle in a normal office environment while sitting at a desk or computer table.

• Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.

#LI-DC1

The Job Description is intended to be a general representation of the responsibilities and requirements of the job. However, the description may not be all-inclusive, and responsibilities and requirements are subject to change.

The annual U.S. base pay range for this position is: $67,846.00 - $101,768.00

F5 maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, geographic locations, and market conditions, as well as to reflect F5’s differing products, industries, and lines of business. The pay range referenced is as of the time of the job posting and is subject to change.

You may also be offered incentive compensation, bonus, restricted stock units, and benefits. More details about F5’s benefits can be found at the following link: https://www.f5.com/company/careers/benefits. F5 reserves the right to change or terminate any benefit plan without notice. 

Please note that F5 only contacts candidates through F5 email address (ending with @f5.com) or auto email notification from Workday (ending with f5.com or @myworkday.com).

Equal Employment Opportunity

It is the policy of F5 to provide equal employment opportunities to all employees and employment applicants without regard to unlawful considerations of race, religion, color, national origin, sex, sexual orientation, gender identity or expression, age, sensory, physical, or mental disability, marital status, veteran or military status, genetic information, or any other classification protected by applicable local, state, or federal laws. This policy applies to all aspects of employment, including, but not limited to, hiring, job assignment, compensation, promotion, benefits, training, discipline, and termination.  F5 offers a variety of reasonable accommodations for candidates. Requesting an accommodation is completely voluntary. F5 will assess the need for accommodations in the application process separately from those that may be needed to perform the job. Request by contacting accommodations@f5.com.