Operations Data Analyst

Barracuda Networks

Barracuda Networks

IT, Operations, Data Science
United States
Posted on Friday, March 15, 2024

Job ID: 25-002
Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.
We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.
Envision Yourself at Barracuda
The Customer Success Operations Data Analyst will play a crucial role in driving data-driven decision-making and optimizing the efficiency and effectiveness of the Customer Success team. Your primary responsibility will be to analyze customer data and generate insights that enable the team to enhance customer satisfaction, retention, and overall success.

What you’ll be working on:
  • Data analytics: Collect, analyze, and interpret customer data from various sources such as Salesforce.com, customer surveys, Power BI and user behavior data to identify patterns, trends and opportunities. Apply statistical methods and data visualization techniques to present findings in a clear and actionable manner.
  • Customer Retention Analysis- Analyze customer behavior, collect data about customer trends, develop strategies to retain customers, measure key performance metrics related to churn and retention efforts.
  • Performance Metrics: Develop and maintain KPIs and performance dashboards for the Customer Success team. Monitor and report on the team’s performance against established metrics, identifying areas of improvement and recommending actionable solutions.
  • Customer Segmentation: Collaborate with Customer Success leaders to segment customers based on behavior, needs and value. Utilize data analysis to identify and prioritize customer segments for targeted engagement and intervention strategies.
  • Process Optimization: Identify inefficiencies and bottlenecks in the Customer Success processes and workflows. Use data analysis to propose process improvements and automation opportunities that enhance productivity, scalability, and overall customer satisfaction.
  • Data Integrity: Ensure data accuracy, consistency, and completeness by performing data quality checks and collaborating with cross-functional teams to address data related issues.
  • Collaborative Partnerships: Collaborate with cross-functional teams, such as Sales, Marketing and Product, to gather relevant data and align Customer Success initiatives with overall company goals.
What you bring to the role:
  • 5+ years of experience in a heavy data analytical role.
  • Bachelor’s degree in Computer Science and/or Engineering, Statistics, Business Analytics or a related field. Advanced degree is a plus.
  • Strong analytical skills with proficiency in data manipulation, statistical analysis, and data visualization tools (e.g., Power BI, Excel).
  • Knowledge of Salesforce.com and experience working with customer data.
  • Excellent problem-solving skills with the ability to translate complex data into actionable insights.
  • Effective communication skills, both written and verbal, with the ability to present complex data findings in a clear and concise manner.
  • Familiarity with customer success metrics, methodologies, and best practices.
  • Strong attention to detail with the ability to work with large datasets.
  • Gainsight experience preferred.
  • Must Have: Large Data Sets, customer and go to market, basic SQL and Power BI, advanced knowledge of SQL, Advanced Excel (pivot tables).
  • Nice to Have: Scripting, Python, R, experience with Salesforce, knowledge of predictive analytics.
What you'll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.
  • Equity, in the form of non-qualifying options
  • High-quality health benefits
  • Retirement Plan with employer match
  • Career-growth opportunities
  • Flexible Time Off and Paid Time Off benefits
  • Volunteer opportunities
Individuals in Colorado, California, New York City, Washington State, and Westchester County (NY) are not eligible to apply for this position.