Job Description
NetSuite GBU is seeking a highly motivated and results-oriented professional to join the Customer Success Operations team as a Churn Reduction Analyst. This role will support the Oracle NetSuite Advanced Customer Support (ACS) organization by identifying and mitigating customer churn risks and driving customer retention. The Churn Reduction Analyst will leverage AI tools and advanced data modeling to develop predictive analytics to aid the business in identifying ACS customer renewal trends and areas of risk. They will use findings to develop data-driven churn mitigation strategies and present insights to executive leadership and key stakeholders. This role will rely on deep understanding of the ACS customer journey to analyze key factors and trends to predict future customer outcomes and correlating business risk. This position offers a unique opportunity to gain exposure to the growing cloud business and provides a platform for making a significant impact on the organization's success.
Career Level - IC3
Responsibilities
JOB RESPONSIBILITIES:
Serve as an expert in predictive analytics, harnessing the potential of AI tools and advanced data models to develop insights into ACS customer renewals.
Analyze ACS customer behavior, usage patterns, and historical data to identify underlying trends and business risks related to customer churn.
Employ data-driven approaches to develop effective mitigation strategies, aiming to enhance ACS customer satisfaction and retention.
Present findings to key stakeholders and obtain buy-in for implementation of strategies.
Work cross-functionally with the ACS Delivery, CS Operations, and Sales teams to execute churn reduction initiatives, ensuring a seamless customer experience.
Monitor the effectiveness of churn reduction efforts, measuring and analyzing the impact of initiatives using relevant KPIs and metrics.
Take on special projects assigned by the manager, CS Ops, and/or ACS leadership.
Build proactive and positive relationships with peers, managers, Executive Leaders, and Customer Success teams, including Sales, Delivery, and Operations.
Ability to work in a fast-paced environment.
Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.
QUALIFICATIONS:
5+ years of Business Analysis, Operations, or Professional Services Consulting experience
Bachelor's degree in Business Analytics, Data Science, or related field preferred
Knowledge of NetSuite preferred
Proficiency in using data analysis tools and software to extract insights from large datasets
Prior experience as a Business Analyst and/or Financial Analysis is a plus
Must be a self-starter, highly analytical with sound decision making skills
Ability to lead projects/tasks and maintain a schedule to ensure completion within a timely manner
Attention to detail and ability to multi-task is critical
Excellent communication and interpersonal skills required
Must be able to function as part of a team and adhere to strict deadlines in a fast-paced, evolving work environment
An ability to operate independently with limited direction/supervision
Advanced MS Office skills required (Word, Excel, Power Point, Outlook at a minimum)
Predictive analysis background highly desired (Business Intelligence-BI tools)
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
Canada: Hiring Range from $50,500 to $110,000 CAD per annum
US: Hiring Range: from $28.85 to $60.63 per hour; from $60,000 to $126,100 per annum. May be eligible for equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
Medical, dental, and vision insurance, including expert medical opinion
Short term disability and long term disability
Life insurance and AD&D
Supplemental life insurance (Employee/Spouse/Child)
Health care and dependent care Flexible Spending Accounts
Pre-tax commuter and parking benefits
401(k) Savings and Investment Plan with company match
Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
11 paid holidays
Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
Paid parental leave
Adoption assistance
Employee Stock Purchase Plan
Financial planning and group legal
Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
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