Company Information

Marketo provides the leading engagement marketing software and solutions designed to help marketers develop long-term relationships with their customers – from acquisition to advocacy. Marketo is built for marketers, by marketers and is setting the innovation agenda for marketing technology. Marketo puts Marketing First. Headquartered in San Mateo, CA, with offices around the world, Marketo serves as a strategic partner to large enterprise and fast-growing small companies across a wide variety of industries. To learn more about Marketo’s Engagement Marketing Platform, LaunchPoint® partner ecosystem, and the vast community that is the Marketo Marketing Nation®, visit www.marketo.com.

Job Description

CUSTOMER SUCCESS DECISION ANALYST

Imagine a career where your creative connection to data could change an organization. The Customer Success Analytics (CSA) team at Marketo is seeking an entry-level Customer Success Decision Analyst who is excited about data! The primary deliverable of the Customer Success Decision Analyst is to convert our Customer Success operation at Marketo into a highly data-driven business where we can measure, analyze and optimize every aspect of our engagement with our customers.

As a Customer Success Decision Analyst you will leverage data like our customer’s feature usage of Marketo, their Maturity scores, NPS results, and other indicators to conduct quantitative analysis needed to support the Customer Success Management (CSM) organization.  The output of your work will help in the increasing of customer retention, cross-sell and up-sell results.  Additionally, you will help with the benchmarking, reporting and analysis of the CSM’s interactions with our customers, while helping build out internal tools to scale the day to day activities of a CSM.  This is an exciting position that will provide great visibility across the entire Marketo corporate environment. 

Responsibilities: 
 

• Aggregate, analyze and interpret business data: deliver quantitative and qualitative analyses, and financial models. 
• Ability to project manage and interface cross-functionally to successfully analyze business challenges, seek improvement opportunities, and implement processes to drive customer success
• Constantly work toward automation and scale, yet having the ability to manually execute tasks until full automation is in place
• Extract and transform data into dashboards and reports for multiple levels of the organization working with relational databases, querying tools, SFDC, Gainsight, Splunk and Tableau.
• Be inquisitive, look for challenges that haven’t been identified yet that need to be solved.
• Manage multiple projects simultaneously. 

Required Skills / Experience:

• 0-2 years of relevant experience.
• Exposure to communicating and working with a diverse audience - peers, management, strategic leadership. 
• Strong oral, written and presentation skills; ability to communicate across all levels.
• Self-motivated with the ability to thrive in a fast-paced, dynamic and deadline-driven environment.
• Proficient in Microsoft Office tools such as Excel, Word, Visio, and PowerPoint.

Knowledge or exposure to at least one of the below areas (bonus points for multiple)

• Visualization tools such as Gainsight, Tableau, Splunk or Domo.
• CRM systems, specifically reporting, in systems like SalesForce. MS Dynamics
• Excel modeling
• Databases including SQL coding across standard commercial databases (e.g., MySQL etc.)