Customer Intelligence Analyst
Heredia, CR
hace 2 horas

Job Description

At VMware, we are preparing for the transformation of VMware to an even more customer-centric, cloud-ready company, which has resulted in a newly created and unified Customer Experience and Success Team.

This has been as a result of many months of talking to our customers, as well as studying best practices in the software industry.

This new organization will help to take VMware to the next level of customer satisfaction and success. This newly formed group has brought together various key functions and roles that are crucial to our customer experience.

This includes Customer Success, Global Services, Technical Support, Premier Support, Technical Account Management and Professional Services.

Our goal is to create an integrated and agile team that can deliver a best-in-class customer experience at scale, across our five solution areas.

We lead with putting the customer at the center of everything we do. This new organization will be better positioned to transition to proactively and prescriptively guide our customers to value realization outcomes.

We will do so through designed and reconciled winning customer experiences. Our team will lead the way servicing our customers programmatically and help scale customer success to do the same.

Furthermore, we expect this team and with laser-focus commitment to our customers to help accelerate VMware’s evolution to a software-as-a-service company and significantly raise VMware’s Net Promoter Score (NPS).

In the Customer Success Innovation and Intelligence team, our goal is to enable the organization to deliver repeatable customer experiences that drive outcomes and value for our customers.

As a Senior Analyst, you will be responsible for leading data analysis, insights, and reporting on our Voice of the Customer program to advise our business partners on key decisions.

This position requires strong analytical skills, impeccable business acumen, and ability to distill actionable insights from disparate data sources (e.

g., survey, operational, and secondary data). If you love data, are a strategic thinker, and want to drive business impact, we would like to hear from you!

What is in it for you?

  • You'll be a key member of the VMware team that has built a rare business environment one of energy, creativity, collegiality and collaboration
  • You will join an atmosphere that is fun, casual and inviting. In keeping with VMware's roots as a successful entrepreneurial, start up.
  • You will have the opportunity deliver impactful results to the Customer Experience and Success team while building your skillset and experience
  • Job Requirements

  • Perform analysis of Voice of the Customer data and Customer Success for SMB segment data to arrive at illustrating trends with product adoption, consumption, and customer experience
  • Derive and illustrate customer experience and customer adoption stories for socialization to stakeholders and leadership
  • Partner with Voice of the Customer research team members to identify and synthesize customer patterns, trends, or other insights back to leadership and other stakeholders to influence customer experience improvements across the company
  • Cleanse and maintain Voice of the Customer data and ensure data integrity
  • Build and deploy easy-to-use customer data visualizations in Tableau for both leadership and customer-facing personnel
  • Research and perform product consumption analysis
  • Collaborate with Customer Intelligence data science team on creative ways to predict customer experience and customer outcomes in relation to the customer journey
  • Explore and discover new data sources to expand customer intelligence’s customer data footprint
  • Qualifications

  • Experience with advanced data management, analysis techniques, and proven working experience as a Data Analyst or Business Data Analyst
  • Advanced experience with reporting packages (Webi, Tableau, Power BI, etc.)
  • Deep experience with statistics and statistical packages for dataset analysis (Excel, SPSS, SAS etc.)
  • Analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Ability to understand highly technical business environments and needs to build solutions
  • Bachelor’s degree or equivalent experience
  • Exceptional problem-solving, strategic, and analytical skills combined with excellent business acumen
  • Strong organizational skills, excellent execution and follow through
  • Outstanding communication, written and verbal skills and demonstrable ability to communicate appropriately at all levels of the organization
  • Excellent at visualizing data, synthesizing insights, and storytelling with data
  • Ability to create effective relationships, listen, communicate, influence, and collaborate cross-team at all organizational levels to deliver results
  • Knowledge of Voice of the Customer, Customer Success, Customer Experience strategies a bonus but not required
  • BS / BA degree (or equivalent) in a quantitative field, business, or market research
  • VMware

    Our people transform the impossible into the essential. We challenge the status quo by inventing better ways of doing things.

    Our culture is one of possibilities. Where everyone is empowered to achieve success on their own terms. And together, we are crafting the future of business in a digital world.

    At VMware, we have EPIC2 Values - Execution, Passion, Integrity, Customers, and Community are what define us. Learn more about our values on our careers website : .

    We want to hire epic people who enhance our diverse culture people who will push us, amaze us and drive us forward. In return, we offer the freedom to define and lead your future. VMware diversity :

    This job requisition is not eligible for employment-based immigration sponsored by VMware

    Category : Business Strategy and Operations

    Subcategory : Business Operations

    Experience : Manager and Professional

    Full Time / Part Time : Full Time

    Posted Date : 2

    Sales : VMware’s Sales team focuses on two primary goals : helping customers solve their biggest business problems and hitting our bookings targets to keep our company growing and strong.

    We begin by forging deep relationships with our customers, so we can truly understand their business challenges and opportunities.

    We help drive their digital transformation by bringing VMware solutions that provide the speed, agility, and efficiency needed to compete and grow in the Internet economy.

    We also try to make the world a better place by hosting and participating in community activities. Are you inspired by the chance to solve your customers’ biggest challenges?

    You can make that kind of difference with VMware’s portfolio of industry-leading solutions. Join our team, and you can grow your career and share in the success of an industry pioneer that’s turning companies into truly digital enterprises.

    VMware Company Overview : At VMware, we believe that software has the power to unlock new opportunities for people and our planet.

    We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe.

    At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http : / /

    Equal Employment Opportunity Statement : VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind : VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

    All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and / or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

    VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages.

    Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.

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