Customer Experience Business Operations Analyst - Bangalore
Kong
IT, Customer Service, Operations
Bengaluru, Karnataka, India
Posted on Sep 2, 2024
Are you ready to power the World's connections?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
About the role:
We are seeking a dedicated CX Business Ops Analyst with a proven track record in Professional Services or Customer Success data analysis, ideally with experience in enterprise software environments.
As a member of the Customer Experience (CX) Operations team, you will support the CX (Professional Services, Customer Success, Support, Education) organisation’s growth and optimisation, while sitting in the broader Revenue Operations team. In this role, you will have the opportunity to interface with everyone in the CX team as you build our internal analytics to help guide CX team members to deliver maximum value to Kong customers. You will support both strategic and tactical initiatives and will function as the primary CX Ops point of contact for all data, reporting, and analytics questions on a day-to-day basis.
What you’ll be doing:
- Work across SQL data warehouses (Snowflake and Bigquery), Tableau, Google Sheets, and Google Slides depending on the nature of the analysis and reporting. We use ETL and reverse ETL technologies to update our CRM and data warehouses and organise data transformations with DBT.
- Create, maintain, analyse, and present reports, metrics, and dashboards across all levels and roles of the CX team.
- Build and maintain slide decks for key CX Cadences (QBRs, All-Hands, Board Decks,...)
- Build and maintain the CX data dictionary and reporting suite for all roles and levels of CX.
- Analyse, model, and forecast Professional Services KPIs for internal and external resources.
- Own the user adoption and documentation of CX analytics.
- Manage CX team inquiries and ad-hoc requests across data, reporting, and analytics.
- Help improve customer data points and run projects as necessary to ensure data integrity.
What you’ll bring:
- A passion for data, user experience, and automation.
- Strong customer service attitude, and ability to work independently and in a fast-paced environment.
- A team player who works well in a collaborative environment.
- Proficiency with SQL for data analysis and modelling. Experience with DBT is a plus.
- Advanced Gsheet and Gslides skills; Tableau reporting expertise, Basic Salesforce reporting skills.
- Reliability and attention to detail.
- Excellent written and communication skills. Ability to concisely articulate complex issues and solutions to different audiences.
- A team player who works well in a collaborative environment.
- 3-5 year of relevant business experience.
About Kong:
Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). Loved by developers and trusted with enterprises’ most critical traffic volumes, Kong helps startups and Fortune 500 companies build with confidence – allowing them to bring solutions to market faster with API and service connectivity that scales easily and securely.
83% of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore, we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind!
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
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