Job Description

Senior Analyst, BI & Insights

Reporting, Analytics & Development | Work location: Framingham

Our Customer Success organization is looking for a strategic analytics partner who can move beyond traditional reporting to identify opportunities, surface operational risks, clarify performance trends, and help leaders turn data into action. In this role, you will shape what should be measured, explain why it matters, and provide insights that strengthen organizational effectiveness.

Our world class sales and sales support teams work directly with businesses of all sizes to offer products and services to meet our customers' unique needs. We are committed to understanding our customers and use best-in-class sales tools and technology to find the best solutions. We're constantly discovering new ways to reach our goals, taking time to develop our skills and investing in our career growth, so we can enjoy lucrative opportunities and grow our careers both within and beyond sales.

The Reporting, Analytics & Development (RAD) team partners with Customer Success leaders to establish meaningful performance measures and deliver reporting solutions that support operational planning and informed decision-making. The team combines business consulting, analytics, KPI strategy, data governance, and visualization expertise to create clear and actionable performance narratives.

The Senior Analyst, BI & Insights serves as a strategic analytics partner to Customer Success leadership. Working with limited direction, this role proactively identifies business opportunities, operational risks, performance trends, and performance gaps; develops KPI recommendations; and helps leaders answer questions they may not yet know to ask. The Senior Analyst translates complex business objectives into measurable outcomes, executive-ready insights, and clear recommendations that drive action. This individual contributor role does not have direct people management responsibilities.

What you'll be doing:

• Identify emerging trends, risks, opportunities, and performance gaps across Customer Success functions.
• Conduct deep-dive analyses, root cause analyses, and trend investigations to uncover actionable business insights.
• Define KPI frameworks, metric definitions, business rules, calculations, governance standards, and ownership.
• Facilitate discovery sessions and translate business questions into measurable outcomes.
• Develop executive insight summaries, performance narratives, presentations, and recommendations for leadership.
• Define dashboard objectives, audiences, measures, wireframes, mockups, and visualization requirements.
• Partner with RAD visualization colleagues to design, build, enhance, and maintain Power BI dashboards, scorecards, and visualizations.
• Identify leading indicators, thresholds, exception-reporting requirements, and proactive alerting strategies.
• Validate that reporting solutions clearly communicate trends, risks, opportunities, and recommended actions.
• Recommend new performance measures, dashboard enhancements, and monitoring approaches when existing metrics are inadequate.
• Provide analytical guidance, consulting, and subject-matter expertise to leaders, stakeholders, and RAD partners.
• What you bring to the table:
• Strong analytical, problem-solving, consulting, and business process analysis skills.
• The ability to translate complex data into clear business narratives and actionable recommendations for non-technical audiences.
• The ability to work directly with senior leaders and influence decision-making through data-driven insights.
• Knowledge of KPI strategy, performance measurement, data visualization, and data governance.
• Independent judgment in determining analytical approaches, priorities, and recommendations.
• The ability to collaborate effectively across business and technical teams, including when stakeholders have competing objectives.

What's needed- Basic Qualifications:

• Bachelor's degree in Business Analytics, Information Systems, Finance, Statistics, Economics, or equivalent work experience.
• 3+ years of experience supporting analytics, strategy, business intelligence, operations, or consulting functions; defining KPIs; working with senior leaders; and translating business objectives into analytical solutions.
• Experience with AI-enabled analytical solutions.
• Advanced knowledge of Power BI and dashboard design principles.
• Experience with SQL and analytical data exploration.
• Experience developing KPI frameworks and performance measurement strategies.
• Knowledge of data visualization best practices, Microsoft Excel, data governance concepts, and business process analysis.

What's needed- Preferred Qualifications:

• Experience with Snowflake.
• Experience with Salesforce Analytics.
• Experience with Power Automate.
• Knowledge of statistical analysis techniques.
• Understanding of predictive analytics concepts.

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• 22 days of PTO and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.

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