CS North America Insights Senior Analyst

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

• Develop customer and operational insights strategy for the North America CS (i.e., align NA CS leadership on the most important areas to monitor and improve upon), thru analyzing and identifying opportunities in the following areas:
  • customer adoption/usage metrics
  • customer value realization
  • customer revenue
  • project financial health
  • sales/bookings productivity
  • and more

• Establish and execute routine reporting with relevant data insights and recommended actions, per identified strategy
• Perform periodic ad-hoc analysis to uncover opportunities to improve customer experience or operational execution effectiveness

• 4-7 years of experience in Finance, Consulting, Customer Success, or Professional Service organizations; and/or experience in supporting Customer Success Managers, Project Managers, and Sales Teams (SAAS experience preferred)
• Demonstrated success in developing and delivering actionable data insights/KPIs to executives (customer related data insights highly preferred)
• Adept at configuring and analyzing large data sets in Excel
• Proficiency with database query programming languages and data visualization platforms preferred (e.g., SQL, Python, Alteryx, Tableau, Power BI, Snowflake, etc.)
• Experience with leveraging Salesforce for customer insights
• Naturally empathetic, trustworthy, collaborative, and curious
• Thrives under ambiguous, fast paced, and complex environments
• Ability to influence cross-functional teams

#LI-Remote

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.

Benefits:

• Medical, Dental, and Vision Insurance.

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

More details about our company benefits can be found at the following link:

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit.

Reasonable Accommodations:

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Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.