Senior Data Analyst, CSG Operations

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
WalkMe is looking for a Sr. Data Analyst (Post Sales) to join our growing Customer Success Group (CSG) Operations team. The CSG Operations team is the right hand of the Customer Success Group organization, comprising all our post-sales functions (CS, PS, Support, Renewals & CX). Reporting to the Sr. Director of CSG Operations, you'll promote operational integrity in the business and will be a forerunner in identifying trends, challenges, and opportunities. You will focus on delivering actionable insights and data driven solutions to optimize Support, Professional Services, Customer Success and Renewal processes. You will help guide our decisions with passion, data-driven analysis, and thoughtful recommendations. You'll work with a diverse cast in our CSG Ops organization to help guide the growth and performance of post sales functions within CSG.

What You'll Own

• Build and maintain dashboards for CSG leadership, including models & metrics related to renewals, churn predictions, account health, resource and capacity planning, budgeting and forecasting. 
• Conduct analysis on account segmentation, capacity planning and coverage models to support continuous planning cycles.
• Ensure data pipelines and schemas are optimized for accurate reporting, analysis and insights, for reporting to CSG Leadership
• CSG Compensation design, planning and reporting
• CSG Department and individual performance KPIs & OKRs reporting
• Manage and maintain key playbooks for customer health, risk management, expansion opportunities and advocacy programs. 
• Develop, document, and maintain CSG standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams
• Support the enablement of Customer Success Group methodologies, including process workflow documentation and policy development.
• Partner with cross-functional teams: Customer Success, Support, Professional Services and Customer Experience (included a Scaled CS team) to identify and address operational inefficiencies.
• Account Segmentation management & analysis
• Troubleshooting operational issues as they surface

What You Need to Succeed

• Must have minimum 3 years experience, with at least 2 years in an Operations capacity in a SaaS environment 
• Must have Advanced Excel/ Google Sheets Experience (Pivot Tables, Sum ifs, V-lookups, index matching),
• Advanced Salesforce and Tableau knowledge is required; specifically, complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred
• Optional: Anaplan experience for business planning purposes
• Self-starter with the ability to take ownership while navigating in an ever-shifting environment
• Ability to explain complex datasets and trends in clear terms to help cross-functional partners drive success using your insights
• Experience providing Quantitative Data Analysis to leadership for informed decision making 
• Experience with scaled Customer Success teams, operations and methodology 
• Optional: Experience administering Gainsight / Totango or a similar Platforms
• Bachelor’s degree or equivalent work experience required
• Must be able to work 3 days per week in Raleigh or Austin office

What Sets Us Apart

• At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.  We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.   
• We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation.  We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. 
• We value collaboration and understand the importance of a healthy work-life balance . To support, we offer: 
• Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.  
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering. 
• Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
• WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
• WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!

Our job titles may span more than one career level. The starting base pay for this role is between $110,000 and $125,000. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.
TO ALL RECRUITMENT AGENCIES:WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.