Simpplr is Modern Intranet and EX unified. Our platform unifies employee engagement, enablement, and services, leveraging state-of-the-art AI models to deliver a seamless, cohesive, and personalized employee experience for everyone - wherever and however they work.
Our mission is to transform the work experience for billions of people across the world. Because we believe that when work is good, life is better.™
Trusted by more than 1,000+ leading brands, including DocuSign, Penske, Splunk, Nutanix, Okta, Eurostar, and SoFi, our customers are achieving measurable improvements in employee engagement, productivity, and accelerated business performance.
Simpplr is headquartered in Silicon Valley, CA with offices in the UK, Canada, and India, and is backed by Sapphire Ventures, Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.
Job Summary: We are seeking a detail-oriented and analytical Business Analyst to work closely with our Customer Success Managers (CSMs) in the US. The primary focus of this role is to assist CSMs in addressing customer problems by leveraging data analysis and providing actionable insights. The ideal candidate will be responsible for delivering reports, dashboards, and presentations that enhance customer outcomes and help CSMs drive strategic decisions.
Key Responsibilities:
- Data Analysis and Insights:
- Analyze customer data to identify trends, patterns, and areas for improvement in product usage and customer engagement.
- Collaborate with CSMs to understand customer needs, challenges, and goals, providing data-driven solutions.
- Develop and maintain dashboards and reporting tools to monitor customer health and product performance.
- Problem Solving and Recommendations:
- Work closely with CSMs to diagnose customer issues using data and propose effective solutions.
- Present insights and recommendations to CSMs and customers through regular reports and presentations.
- Use quantitative and qualitative data to help CSMs optimize customer retention, satisfaction, and product adoption.
- Reporting and Presentations:
- Prepare detailed, customized reports for CSMs and key stakeholders, summarizing findings and performance metrics.
- Design and deliver compelling presentations that clearly communicate complex data and insights to both technical and non-technical audiences.
- Track and report on key customer metrics such as usage, satisfaction, and churn, ensuring CSMs have the necessary information to drive customer success.
- Collaboration and Support:
- Serve as a liaison between CSMs, customers, and internal teams such as Product, Sales, and Data Analytics.
- Continuously improve data collection and reporting processes to enhance the overall customer success function.
- Participate in cross-functional meetings to provide insights into customer issues and product improvement opportunities.
Qualifications:
- Bachelor’s degree in Business, Data Analytics, Information Systems, or a related field.
- 5+ years of experience in a business analyst, data analyst, or related role, preferably within a Customer Success environment.
- Strong analytical skills, with the ability to interpret data and provide actionable insights. Strong problem-solving abilities and a customer-centric mindset.
- Proficiency in data analysis tools (e.g., Excel & Power BI).
- Experience in developing dashboards and driving visibility to stakeholders.
- Experience with CRM tools such as Salesforce, Hubspot, Gainsight.
- Excellent communication skills, with the ability to translate complex data into easy-to-understand presentations.
- Ability to work collaboratively with CSMs and cross-functional teams.
Preferred:
- Experience working in a SaaS or technology company.
- Familiarity with customer success metrics and KPIs (e.g., NPS, churn rate).
At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.
- Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
- Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
- Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.
