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Sr. Analyst, Customer Success Operations - Opportunity for W

at VMware in Little Rock, Arkansas, United States

Job Description

This positions supports the VMware Customer Success Business Operations & Insights team, whose mission is to deliver actionable data intelligence to our customer-facing partners about customer health/consumption/retention.

This role will be focused on supporting the CloudHealth Customer Success organization which includes Customer Success, Professional Services, Training & Technical Support teams. The Sr. Analyst’s primary focus will be to provide critical reports and insights that help drive the day-to-day operations of these teams.

The scope includes building/improving upon existing analysis processes, helping automate repetitive tasks, and building Excel-based or Tableau-based tools to enhance the team’s productivity. Responsibilities include the design, sourcing, extraction across multiple systems and data sources, QA, prep, and dissemination of the following types of reports and deliverables (non-exhaustive):

+ Executive “snapshot” emails based on customer health data

+ Maintenance of a Business Unit metrics dashboard and individual team dashboards in SFDC, Gainsight & Tableau

+ Production of Excel-based ARR Net Retention waterfalls

+ Updating and Optimizing Excel-based ARR Financial models

+ Supporting the business with quick turnaround on ad hoc data analysis requests

We are seeking data analysts with the following experience:

+ 3-5+ years’ experience with database querying/reporting tools

+ Advanced Excel skills

+ Exposure to SFDC, Gainsight, and Tableau is advantageous

+ Financial modeling experience is a plus

+ Big data experience is a plus

The ideal candidate is able to ramp up and adapt quickly, is eager to learn, and has a sense of urgency and ability to multi-task. This person should also be able to track progress against goals and report out progress to a manager on a regular basis. Business experience in the area of Customer Success is not required, although GTM (Go To Market) Operations experience is a plus. Additionally, the ability to break down complex logic clearly into laymans’ terms is highly preferred.

VMware

Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things. Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And together, we are crafting the future of business in a digital world.

At VMware, we have EPIC2 Values – Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website: http://www.vmware.com/company/careers/life-at-vmware.html . We want to hire epic people who enhance our diverse culture – people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity: http://www.vmware.com/company/careers/people-at-vmware.html

This job requisition is not eligible for employment-based immigration sponsored by VMware

Category : Business Strategy and Operations

Subcategory: Business Operations Analyst

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2021-08-23

VMware’s Customer Experience and Success team is devoted to helping our customers realize outcomes everywhere – whether they are engaging with our Customer Success, Professional Services, Global Support, or Learning teams. We are driven by our service code of customer advocacy, trusted guidance, and cross-functional team work. The Customer Success team is laser-focused on the health of our customers and ensuring they are realizing the most value from their VMware investments. If you have a passion for making your customers successful, join a team who is dedicated to helping customers achieve their business outcomes in the fastest time possible.

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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Job Posting: JC190797099

Posted On: Aug 25, 2021

Updated On: Oct 23, 2021