Senior Customer Success Business Data Analyst

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AIpowered Experience Orchestration platform organizations can accelerate growth by delivering empathetic personalized experiences at scale to drive customer loyalty workforce engagement efficiency and operational improvements.

We employ more than 6000 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.

Build something new with a worldclass team. At Genesys we allow our employees to make their mark by entrusting them to make decisions and do what theyve been hired to do: their very best. Your potential is waiting.

As a Senior Business & Data Analyst you will partner with senior leadership across our global Customer Success regions to drive datainformed customer success strategies. This role will design & deliver highimpact insights and executivelevel reporting that enhance customer retention optimize global customer engagement and improve business performance. You will play a critical role in the analysis development delivery and future of customer insights and the solutions that embed them into the rhythm of our business.

The ideal candidate is a strategic and critical thinker with exceptional analytical skills executive presence and a collaborative global business mindset. You will be responsible for analyzing regional customer trends and operational efficiencies while consulting closely with leadership to guide business decisions and customer strategies.

You will inspire our team and our business partners to explore whats possible in leveraging data to deliver even better customer experiences and accelerating business growth. You will help to grow Genesys leadership as the bestinclass ExperienceasaService platform.

Key Responsibilities

ExecutiveLevel Analysis & Business Strategy

• Partner directly with Global Customer Success VPs to provide consultative datadriven insights that shape regional and global customer retention strategies
• Conduct deepdive analysis on customer engagement key performance indicators churn trends and expansion opportunities across North America EMEA APAC and LATAM
• Build and deliver executivelevel reports dashboards and presentations that influence highlevel decisionmaking
• Develop databacked business cases for investment in new customer success initiatives tools and operational improvements
• Lead QBR (Quarterly Business Review) analysis with insights into global and regional customer satisfaction adoption trends and atrisk accounts
• Align with Product Sales and Marketing teams to identify opportunities for customer growth and retention strategies in each region

Advanced Data Analytics & Regional Insights

• Leverage AIdriven analytics and automation to enhance customer segmentation forecasting and decisionmaking processes
• Conduct comparative analysis across global regions identifying trends outliers and best practices for customer success.
• Work with large datasets from CRM (Salesforce) Customer Success Platforms (Gainsight) and Support tools (ServiceNow) to generate insights
• Standardize global customer success metrics while allowing for regionspecific customization based on market needs

Stakeholder Collaboration & Global Influence

• Serve as a trusted advisor to VPs and senior leadership helping them interpret data and make strategic decisions
• Collaborate with regional teams to align on customer engagement best practices and ensure data consistency across regions
• Facilitate datadriven discussions in executive meetings providing insights that support global Customer Success strategies
• Act as a liaison between regional teams and central operations ensuring that insights are actionable and drive measurable business impact

Minimum Requirements

• 8 years of relevant experience in customer data analysis and insights generation for large scale technology/SaaS company
• 8 years of experience with SaaS or contact center platforms (Genesys Engage Genesys Cloud Cisco Avaya etc.
• Experience in data engineering (Snowflake SQL) and visualization (Tableau) programming (Python) data modeling and insights tool development
• Critical thinking skills to move beyond static data analysis to insight creation and adoption by business functions
• Experience leading a direct or indirect team of data analysts
• Strong written and verbal communication skills ability to deliver message from individual contributor to executive stakeholder
• Strong problemsolving and analytical skills
• Track record of excellent collaboration with key stakeholders and business partners
• Ability to lead and participate in cross functional project and program teams
• Strong personal accountability and cando attitude

Desirable Skills

• Experience with data governance and data management best practices
• Master of Business Administration (MBA)
• Project Management (PMP) certification
• Change Management (PROSI) certification

Compensation:

This role has a marketcompetitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performancebased 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:https://mygenesysbenefits

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

About Genesys:

Genesys empowers more than 8000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud the AIpowered Experience Orchestration platform Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic personalized experience at scale. As the trusted platform that is born in the cloud Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time while driving stronger workforce engagement efficiency and operational improvements. Visitwww.genesys.

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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 expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.

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