Customer Solutions Analyst

hace 1 semana

Bogota, Colombia Netskope A tiempo completo

**About Netskope**:
Today, there's more data and users outside the enterprise than inside, causing the network perimeter as we know it to dissolve. We realized a new perimeter was needed, one that is built in the cloud and follows and protects data wherever it goes, so we started Netskope to redefine Cloud, Network and Data Security.

**Position Overview**

The customer solution analyst (CSA) is an integral part of the professional services organization at Netskope. Reporting to the Sr. Manager Shared Services, the CSA will be responsible primarily for the analysis and reporting of the Professional Services line of business/

Working directly with the PS and Customer Solution leadership, the CSA helps define and track KPI, which will define the health and effectiveness of the entire organization..

**Core responsibilities**
- Define and develop KPIs, reporting dashboards, and workflows to facilitate the analysis of customer data and drive actions to proactively manage retention & customer risk across entire the post-sale customer journey
- Determine the timing and content of touch points for PS Managers to drive fast implementation and increase net promoter score
- Oversee and organize the execution of materials and data to enable PS Manager to work more effectively and efficiently
- Create and maintain internal documentation such as playbooks, process flows, instructional material, etc.
- Work directly with the Global PS leadership team

**Required Experience and Skills**
- 3+ years hands on experience within a Customer Success / PS operations or Administrative role; preferred experience working with an enterprise SaaS product
- Organized and structured with the ability to prioritize, lead, and execute on multiple projects at once
- Solid understanding of P&L operations. Experience working with finance teams
- Experience working with cross-functional internal stakeholders
- Experience working with Salesforce and Mavenlink or other leading PSA tool
- Familiar with the methodologies and practices of Customer Success / PS
- Strong written and verbal communication skills with strong attention to detail

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