Customer Intelligence Analyst Heredia, Heredia

hace 2 semanas

Heredia, Costa Rica VMware A tiempo completo

At VMware, we are preparing for the transformation of VMware to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unified Customer Experience and Success Team. This has been as a result of many months of talking to our customers, as well as studying best practices in the software industry. This new organization will help to take VMware to the next level of customer satisfaction and success. This newly formed group has brought together various key functions and roles that are crucial to our customer experience. This includes Customer Success, Global Services, Technical Support, Premier Support, Technical Account Management and Professional Services.

Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across our five solution areas. We lead with putting the customer at the center of everything we do. This new organization will be better positioned to transition to proactively and prescriptively guide our customers to value realization outcomes. We will do so through designed and reconciled winning customer experiences. Our team will lead the way servicing our customers programmatically and help scale customer success to do the same. Furthermore, we expect this team and with laser-focus commitment to our customers to help accelerate VMware’s evolution to a software-as-a-service company and significantly raise VMware’s Net Promoter Score (NPS).

In the Customer Success Innovation and Intelligence team, our goal is to enable the organization to deliver repeatable customer experiences that drive outcomes and value for our customers. As a Senior Analyst, you will be responsible for leading data analysis, insights, and reporting on our Voice of the Customer program to advise our business partners on key decisions.

This position requires strong analytical skills, impeccable business acumen, and ability to distill actionable insights from disparate data sources (e.g., survey, operational, and secondary data). If you love data, are a strategic thinker, and want to drive business impact, we would like to hear from you

**What is in it for you?**
- You'll be a key member of the VMware team that has built a rare business environment - one of energy, creativity, collegiality and collaboration
- You will join an atmosphere that is fun, casual and inviting. In keeping with VMware's roots as a successful entrepreneurial, start up.
- You will have the opportunity deliver impactful results to the Customer Experience and Success team while building your skillset and experience

**Job Requirements**
- Perform analysis of Voice of the Customer data and Customer Success for SMB segment data to arrive at illustrating trends with product adoption, consumption, and customer experience
- Derive and illustrate customer experience and customer adoption stories for socialization to stakeholders and leadership
- Partner with Voice of the Customer research team members to identify and synthesize customer patterns, trends, or other insights back to leadership and other stakeholders to influence customer experience improvements across the company
- Cleanse and maintain Voice of the Customer data and ensure data integrity
- Build and deploy easy-to-use customer data visualizations in Tableau for both leadership and customer-facing personnel
- Research and perform product consumption analysis
- Collaborate with Customer Intelligence data science team on creative ways to predict customer experience and customer outcomes in relation to the customer journey
- Explore and discover new data sources to expand customer intelligence’s customer data footprint

**Qualifications**
- Experience with advanced data management, analysis techniques, and proven working experience as a Data Analyst or Business Data Analyst
- Advanced experience with reporting packages (Webi, Tableau, Power BI, etc.)
- Deep experience with statistics and statistical packages for dataset analysis (Excel, SPSS, SAS etc.)
- Analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
- Ability to understand highly technical business environments and needs to build solutions
- Bachelor’s degree or equivalent experience
- Exceptional problem-solving, strategic, and analytical skills combined with excellent business acumen
- Strong organizational skills, excellent execution and follow through
- Outstanding communication, written and verbal skills and demonstrable ability to communicate appropriately at all levels of the organization
- Excellent at visualizing data, synthesizing insights, and storytelling with data
- Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels to deliver results
- Knowledge of Voice of the Customer, Customer Success, Customer Experience strategies a bonus but not required
- BS

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