NetApp Business Insights Analyst - Customer Success Renewals 

United States, North Carolina 

700148332

• Collect, clean, and analyze customer usage and renewal data from various platforms and tools.
• Maintain an accurate and auditable system of work.
• Develop and maintain scalable reports and dashboards using flat-file data and PowerBi that track customer health metrics, renewal rates, usage patterns, and product engagement.
• Identify trends, patterns, and insights that inform customer success strategies, renewal processes, and interventions.

• Provide data-driven insights to Customer Success Managers (CSMs) and collaborate on renewal strategies and customer engagement plans.
• Conduct regular reviews to ensure data-readiness and build trust with stakeholders and data-users.

• Define and track Key Performance Indicators (KPIs) for customer success and renewals, such as Renewal Rate, Churn, Discounting behaviors, etc.
• Analyze the effectiveness of customer success initiatives and renewal strategies on KPIs, providing recommendations for optimization in a good, better, best approach.

• Work closely with renewal sales, customer success, and other teams to ensure a coordinated approach to customer engagement and renewals.
• Synthesize feedback and coordinate with internal teams to incorporate it into development roadmaps and strategies.
• Communicate with broad range or stakeholders at various levels internally. Advocate for the data and building trust in the insights.

• Continuously evaluate and refine data collection, analysis processes, and renewals processes for improved efficiency, accuracy, and customer satisfaction.
• Document best practices, develop training materials, and provide enablement to ensure consistent application of processes.
• Prepare and present regular reports to stakeholders on customer success metrics, renewals status, and insights

• Evaluate and recommend tools and resources to enhance data analysis and customer engagement capabilities.
• Ensure effective utilization of business insights by the Customer Success and Renewals teams.

• Proven experience in data analysis, preferably in customer success or renewals management, but not essential as outside the box thinking is preferred.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Proficiency in data analysis tools (e.g., SQL, Excel, R, Python) and familiarity with CRM systems and office applications such as power automate, PowerBI.
• Excellent communication skills, with the ability to translate complex data into actionable insights.
• A proactive approach to problem-solving, process improvement, and a collaborative attitude towards team initiatives.

A minimum of 8+ years of applicable relevant experience is required, inclusive of several years of data analysis with proficiency in data analysis tools.