Lead, Customer Data Insights & Analytics SolarWinds

5.0 - 9.0 years

0 Lacs

karnataka

On-site

The Lead, Customer Data Insights & Analytics role based in Bangalore involves transforming the approach towards understanding and acting upon customer feedback. This strategic position requires a combination of operational expertise, data storytelling, and cross-functional leadership to enhance the overall customer journey. Your primary focus will be on driving data-driven decisions, optimizing customer-facing processes, and enhancing customer experiences throughout the organization. In this role, you will be responsible for various key areas: Customer Insights & Analytics: Establish a centralized insights engine to interpret various data sources such as NPS, CSAT, digital behavior, support interactions, and operational data. Collaborate with different teams to implement predictive models for identifying churn risk, advocacy, and engagement patterns. Develop and maintain CX dashboards and reporting tools to highlight trends, pain points, and improvement opportunities. Process & Experience Optimization: Identify and address pain points in the customer journey by leveraging automation, AI, and workflow enhancements. Lead initiatives aimed at optimizing tools, systems, and processes used by various teams including Support, Success, Academy, and Product. Document scalable workflows, survey schedules, and insight-to-action processes. CX Technology & Innovation: Evaluate and implement new technologies such as AI, automation platforms, and feedback tools to enhance customer listening and response mechanisms. Work closely with engineering and IT teams to enhance data architecture and feedback flow integration using platforms like Salesforce, Gainsight, and Qualtrics. Strategic Enablement: Provide insight-driven recommendations to senior leadership and stakeholders to influence product, GTM, and service strategies. Develop quarterly CX business reviews and customer narratives supported by data. Promote a culture of operational excellence and continuous improvement within the CX domain. The ideal candidate for this role should possess: - 5+ years of experience in customer experience, business operations, or data strategy roles, preferably within a B2B SaaS or tech environment. - Demonstrated ability to translate data into strategic insights, particularly in areas like NPS, CSAT, churn, and engagement metrics. - Proficiency in Salesforce, BI tools (Power BI, Tableau, Domo, Looker), and customer feedback platforms such as Qualtrics and Medallia. - Familiarity with AI and automation concepts in CX, including sentiment analysis, predictive scoring, and journey analytics. - Strong project management skills and the ability to collaborate effectively across functions. - A Bachelor's degree in Business, Analytics, Engineering, or related field (MBA preferred). - Excellent communication and stakeholder engagement skills within a global matrixed environment.,

Posted 2 days ago

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Manager - Global Compliance and Payroll (India) CA Monk

3.0 - 7.0 years

0 Lacs

pune, maharashtra

On-site

As a Team Leader in our organization, you will play a crucial role in ensuring the accuracy and compliance of our team members" work. Your responsibilities will include training new and existing employees, offering guidance for upskilling, and overseeing the precise and timely structuring and processing of salaries for multiple clients. You will also be involved in preparing and reviewing reports, such as CTC reconciliation and variance analysis utilizing Excel. In addition to team leadership and management, you will be actively engaged in client management, ensuring effective communication and collaboration to meet client expectations. Your role will require a strong focus on maintaining client-centric services and delivering exceptional results. To excel in this position, you should hold a Graduate or Postgraduate degree in any field, with preference given to individuals with a background in B.Com, M.Com, or MBA. Your primary skills should include strong leadership abilities, experience in team management, and a proactive mindset towards process improvement. You should also possess basic knowledge of MS Office, particularly Excel for data management, and proficiency in MS Outlook for communication purposes. Furthermore, your secondary skills should encompass excellent written and verbal communication skills, essential for clear and effective collaboration with clients and team members. Experience in client management and the delivery of client-centric services will be advantageous for this role. As part of our commitment to your well-being and professional development, we offer a range of benefits, including medical insurance coverage, a Long Term Investment & Engagement Plan, transportation support, and career enhancement programs. We also focus on holistic well-being through various support mechanisms and health check-up camps, ensuring a supportive and enriching work environment for all our associates. If you are looking to join a dynamic team where your leadership skills and client management expertise can thrive, we invite you to apply and be part of our organization's growth journey.,

Posted 3 days ago

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