Senior Analyst, License Management & Health Operations

Job Title:

Senior Analyst, License Management & Health Operations

Role Overview:

Seeking an experienced analyst to lead the revenue forecasting and retention reporting processes within the Customer Success organization.

The Opportunity

Building meaningful customer partnerships is not just something we talk about at Trellix, it’s a core value in everything we do. From product development to sales, marketing and support, providing our customers with better outcomes in protecting and securing their organizations is our mission. We’re looking for a growth-minded, curious and analytical Senior Analyst to help accelerate our growth and create a proactive approach to customer health. This key role will directly impact critical areas such as Customer Success, Customer Experience, and Product Management. We’re looking for someone who is driven, courageous, innovative, and passionate about innovating new ways to drive growth while keeping our customers at the center.

In this role you’ll be a key business partner to the Director, License Management & Compliance within the Customer Success organization, empowering the organization with data-driven perspectives, recommendations and insights that move the needle in our results and strategies. It’s a unique blend of business partnering, business modeling & analytics, plus management reporting that enables you to make a direct and immediate impact. As part of the larger Customer Success Ops team, you’ll be empowered to participate in cross-functional projects that support our larger mission of customer outcomes transformation such as business process improvements, (including reviews of our licensing models and approach).

More specifically, this role’s responsibilities include:

• Analyzing customer deployment and account information to provide proactive approaches to under and over utilization of Trellix products and services
• Improving programs and reporting of these and other customer health activities over time
• Running lead generation analysis based off license management data
• Educating and communicating with customers, sales, partners about compliance and licensing issues
• Providing deployment reviews that reconcile CSM and entitlement data with product telemetry data

In This Role You Will

• Synthesize and analyze data from different sources to provide key insights to drive actionable strategies, streamline key business processes, function in an international environment, and drive performance improvements for the business.
• Implement, coordinate and monitor compliance processes in alignment with corporate, regional, country and local requirements
• Collaborate across the Trellix database, deal desk teams and IT departments to improve and maintain reporting tools
• Act as liaison between Customer Success, License Management, Sales, Product Management and internal operations teams for product reporting questions and requirements
• Maintain high level of customer focus (internal/external) regarding sensitivity of customer accounts and data
• Develop relevant reporting and metrics to understand, measure, and drive Trellix’ proactive approach to customer success, including:
  • Develop definitions of customer health
  • Create, track and report on changes to customer health profiles over time by leveraging data assets and building datasets upon which visualizations and dashboards are created
  • Implement and manage programs and playbooks that help front line CSMs increase adoption and retention
  • Design and create reporting and analysis to improve the current and future state of customer success at Trellix
• Partner across the Customer Success organization to implement CS tools such as Churn Zero, Gainsight, etc.
• Help drive components of our customer experience transformation, including:
  • Help identify, prioritize, communicate and drive resolution of critical issues and risks to mitigate negative impact on customer satisfaction, operational efficiency, and scale
  • Providing feedback in architecting new system requirements, business processes and investments
  • Working cross-functionally to understand how Customer Success, Services, and Support activities interplay and improve customer outcomes in the form of adoption, retention and advocacy
  • Work with Customer Success organization to influence and improve processes that impact the customer experience, renewal rates, expansion and/or predictability.
  • Lead specific projects aimed at driving operational (expansion, retention, leverage, etc.) and / or scale improvement (system upgrades, process improvements, etc.)

In Return You Will Bring
 

• 3+ years of related experience, minimum, in a SW or SaaS Operations environment; preferably in a customer success organization or aligned operations role
• Expert knowledge of Excel/Google Sheets, MS Office and G-Suite tools
• Understanding of SaaS renewals business, expiring contracts, contract erosion, cohort and product renewal rates, etc
• Experience with Siebel, SalesForce or similar CRM or ERP systems
• Demonstrated history of being highly organized with an emphasis on attention to detail and capable of managing multiple work streams at the same time.
• Possesses the confidence to implement change and improve on the status quo
• Resilient and resourceful individual that enjoys solving complex problems
• Quick learner who is naturally curious and thrives in the face of the unexpected, ambiguity and change
• Team-oriented mindset with proven ability to drive impact through influence and collaboration across multiple functions and levels of an organization

Company Benefits and Perks:

We work hard to embrace diversity and inclusion and encourage everyone to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.

• Pension and Retirement Plans
• Medical, Dental and Vision Coverage
• Paid Time Off
• Paid Parental Leave
• Support for Community Involvement

We're serious about our commitment to diversity which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.