Role Summary:

• Leverage data to conduct quantitative analysis needed to support the Customer Support & Advocacy organization.
• Transform, document, and own processes in the organization to drive efficiency and to deliver timely, accurate reporting that can be used to inform data-driven decisions.
• Extract and transform data into dashboards and reports for multiple levels of the organization working with relational databases, querying tools, SFDC and Tableau. 
• Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement.
• Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
• Aggregate, analyze and interpret business data: deliver quantitative and qualitative analyses.
• Measure project and program ROI; assume financial measurement responsibility.
• Partner cross-functionally (Sales, Customer Success, Sales Operations, Marketing, IT, Engineering) to successfully analyze business challenges, seek improvement opportunities, and implement processes to drive Customer Experience improvements.
• Work on multiple projects simultaneously and translate business data into digestible information that improves Customer Support processes. 
• Be inquisitive, look for challenges that haven't yet been identified, but need to be solved.
• Suggest changes to senior management using analytics to support your recommendations.

Requirements:

• Experience managing technical projects and delivering on time
• Experience documenting processes
• Strong analytical and problem-solving skills and strong verbal and written communication skills
• Proficient in Microsoft Office tools such as Excel, Word, Visio, and PowerPoint
• Proficient with visualization tools such as Tableau and PowerBI
• CRM systems, specifically reporting, in systems like SalesForce
  Databases including SQL coding across standard commercial databases (e.g., MySQL etc.)
• SaaS industry and/or contact center experience preferred
• 2+ years of relevant experience in the area of business analysis
• Bachelor's Degree or equivalent experience (Business, Computer Science, Statistics, QBA, Systems Analysis, or related field)

Marketo is an equal opportunity employer.