Customer Retention and Renewals Business Analyst- Software Solutions at Synopsys Inc in Chicago, IL

The Customer Retention and Renewals Business Analyst (Customer Success, Professional Services and Support) is responsible driving analytics that empower the business leaders with the ability to drive critical decisions on professional services & support effectiveness and key retention and renewal outcomes

The ideal candidate has a domain expertise in either of Customer Success, Professional Services, Customer Support, Sales Lifecycle as Analytics Lead.

In this role you will leverage analytics and advanced techniques to help the Customer Success organization at Synopsys understand the effectiveness of its portfolio of services & support and investment ROI in terms of measurable outcomes of retention, upsell and cross-sell. You will partner closely with Customer Success business leaders and analysts in sales and finance to influence and shape the roadmap for descriptive and prescriptive outcomes based on customer cohort and customer journey analysis. You have a track record of driving successful advanced analytics initiatives while balancing the diagnosis and fixing of urgent problems with a calm assertive approach.

This role requires the ability to deliver in matrixed organization at global scale. The candidate is deeply analytical with keen understanding of business process and programs and the ability to translate data and insights into executive readouts.

This position reports to the Vice President, WW Customer Success.

Responsibilities

• Drive descriptive & prescriptive analytics for the operations, services and support organizations – understand, track and predict where the investments will have the greatest return – deliver insights into the effectiveness of Customer Success services and support offerings portfolio
• Deliver on insights and analytics for Customer Support, Case Volumes, Call Deflections, Case Escalation Prediction, Call Volume Forecasting, Routing Effectiveness, Tiered Support, Customer Survey, Customer Self-Service effectiveness, Self-service Content / Page views, Productive exit, Community metrics
• Deliver on insights and analytics for Professional Services, Partner Ecosystem, Partner / SI Tiering measurement, Partner Surveys, Partner Capacity Planning, Services Delivery Utilization, Workforce Planning and management, Services Bookings, Backlog forecasting, Revenue Forecasting
• Deliver on partner tier measurement scorecards for partner ecosystem, determine capacity for system integrators across industry, product and regions, assess partner surveys, ensure tracking of delivery through partners to meet the goals of the economic model
• Deliver comprehensive month-end and quarter-end analysis on consumption and renewal outcomes, churn risk assessment, engagement manager & professional services KPI’s, support KPI’s to support the business reviews and Sales + Success council
• Support reporting & analysis on capacity plans, forecasts, actuals, variance
• Combine analytics, exploratory skills and data intuition to deliver insights on churn causalities and upsell opportunities
• Determine opportunities for improvement across process, tooling and data automation to optimize costs and decrease turnaround time for analytics consumers
• Manage Reporting and analytics resources and cultivate a winning culture measured by high retention and employee satisfaction of high performing team, fostering internal growth and promotions

Travel: Ability to travel periodically nationally and internationally

Basic Qualifications

• 5+ years of demonstrated experience in solving complex business problems using advanced analytics and statistical techniques (exposure to machine learning, exposure to predictive analytics preferred)
• 5+ years of experience with one or more of Customer Success, Professional Services, Customer Support domain areas with knowledge of analytics concepts related to customer lifecycle – customer journeys, lifetime value, upsell, cross-sell, churn analytics, customer / account targeting, propensity analysis, customer health index, adoption analytics
• 5+ years of providing insights to support strategic decisions, including preparing and delivering insights and recommendations to executives
• 5+ years of experience working in an agile environment with iterative development & business feedback
• 3 years of experience with one or more of Enterprise Visualization Tools: Tableau, QlikView, PowerBI and proficient in MS Office Suite or Google Docs with advanced Excel skills - pivot tables, macros, PowerPivots, advanced functions
• A Bachelor’s or Master’s degree in Analytics, Business Administration, Applied Mathematics or Statistics, Econometrics, or closely related field

Preferred Qualifications

• Exposure to AI & NLP
• Exposure to big data platforms – Snowflake, Redshift, Azure, Matillion, Hadoop
• Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning
• Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries
• Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leaders
• Provide insights to support strategic decisions, including preparing and delivering insights and recommendations to executives
• Ability to shape ambiguity, govern & prioritize in a matrixed environment across organizational boundaries
• Strong desire to stay ahead of industry trends & technologies with a commitment to continuous learning
• Experience working in an agile environment with iterative development & business feedback
• Excellent problem-solving skills with ability to synthesize & communicate complex results to senior leaders