Business Intelligence Analyst (Retention Programs)

Our Company
Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 
We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

The Customer Retention Analyst plays a critical role in ensuring customers have a positive experience with our products and services, by proactively finding opportunities to improve retention rates. This position employs data analytics to provide actionable insights, supports customer success initiatives, and collaborates with cross-functional teams to enhance customer satisfaction and health.

• Analyze customer data to identify patterns, trends, and areas for improvement in customer experience and retention.
• Monitor key performance indicators related to the Early Warning system (provides leading indicators of product usage, customer engagement, and Customer Lifetime Value) to proactively analyze and summarize opportunities, and findings and results for customer health.
• Develop and present regular reports on retention metrics, customer feedback, and success initiatives to internal contributors and leadership.
• Collaborate with Sales Operations, Solution Account Managers, Sales, and Product teams to address customer concerns and implement retention strategies.
• Gather and analyze customer feedback to recommend product or service enhancements.
• Support at-risk customer identification and collaborate with teams to develop proactive retention plans.
• Provide insights into Customer Success/Retention processes for improvements in efficiency.
• Stay current on industry trends and standards in customer success and retention analytics.

• Bachelor’s degree in Business, Data Analytics, or related field (MBA preferred)
• 5-7 years of experience in analytics or data science
• Proficient in Excel, CRM systems, and data visualization tools
• Strong analytical, communication, and presentation skills
• Meticulous, organized, and able to manage time effectively
• Skilled in customer journey mapping and retention modeling
• Strategic, collaborative, and adaptable problem solver with a customer-centric approach.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

State-Specific Notices:

California:

Fair Chance Ordinances

Adobe will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

Colorado:

Application Window Notice

If this role is open to hiring in Colorado (as listed on the job posting), the application window will remain open until at least the date and time stated above in Pacific Time, in compliance with Colorado pay transparency regulations. If this role does not have Colorado listed as a hiring location, no specific application window applies, and the posting may close at any time based on hiring needs.

Massachusetts:

Massachusetts Legal Notice

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Adobe is proud to be an Equal Employment Opportunity employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email [email protected] or call (408) 536-3015.