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Business Intelligence Analyst

Cyber Ark

May 02

About CyberArk: 
CyberArk(NASDAQ: CYBR) is the global leader in Identity Security. Centered on privileged access management, CyberArk provides the most comprehensive security offering for any identity – human or machine – across business applications, distributed workforces, hybrid cloud workloads and throughout the DevOps lifecycle. The world’s leading organizations trust CyberArk to help secure their most critical assets. To learn more about CyberArk, visit https://www.cyberark.com, read the CyberArk blogs or follow on Twitter via @CyberArk, LinkedIn or Facebook.  

 

Job description:

CyberArk is looking for a Customer Support Operations Analyst within the Customer Success Analytics team to drive insight and action across Customer Support Operations. As a valued member of the growing Global Revenue Operations team, you will be responsible for providing business intelligence to improve day-to-day internal operations as well as analyzing customer behavior and satisfaction to inform product decisions. The ideal candidate is a driven, passionate problem solver who can frame analytic approaches to address critical business questions and then conduct analysis and build reports to identify insights and actions. You will report to the Manager of Customer Success Analytics and work closely with members of Customer Support, Customer Success, Finance, Product, IT, and other colleagues in the Global Revenue Operations team.

 

Responsibilities:

  • Apply structured problem solving and hypothesis-driven approach to generate insights, trends, implications, and actions related to Customer Support
  • Provide insight into customer engagement and behavior through analyzing support, usage, and financial data
  • Assemble and utilize data from multiple internal and external sources
  • Design, build, deliver, and maintain best-in-class reporting for all areas of the Support Organization
  • Partner closely with Customer Support leadership to develop Support Team’s KPIs
  • Develop automated views to measure and track daily performance of our KPIs
  • Ensure reports are accurate, timely, and delivered in an accessible manner
  • Drive adoption and usage of reporting and metrics
  • Work with tools such as SupportLogic to understand sentiment through text analytics
  • Support reporting on enterprise Call Center Telephony System, Five9
  • Maintain reporting on performance metrics for Outsourced Support Vendors

 

Job Requirements:

  • 2+ years of relevant experience in Customer Support analytics or operations
  • Tableau development skills
  • Experience utilizing intermediate SQL knowledge to analyze, modify, and filter data
  • Experience with Salesforce.com data and reporting
  • Ability to structure and execute complex analyses and tell a story with data
  • Excellent verbal and written communication skills
  • Ability to multi-task and work in a dynamic, fast-changing entrepreneurial environment
  • Smart, bold but humble attitude to work collaboratively with CyberArk colleagues

 

CyberArk is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. 

  

Recruiting agencies or vendors without a valid agreement between the parties are not authorized to (a) send CyberArk unsolicited resumes or candidate data or (b) contact CyberArk employees for the purposes of presenting candidates for employment. CyberArk will only work with recruiting agencies who have a valid agreement with CyberArk and that are specifically invited by CyberArk’s recruiting team to assist with searching for and submitting candidates for a specific position. Any unsolicited resumes or other candidate data submitted to CyberArk will not be accepted and shall be considered CyberArk’s property. CyberArk will not pay any placement or other fees of any kind for any unsolicited resumes or candidate data that is submitted in violation of this policy. CyberArk does not accept liability under any legal theory such as course of conduct, oral agreements, implied contracts, or otherwise based on negotiations with a candidate identified from an unsolicited resume or data in violation of this policy.