Lead Analyst, Digital Customer Success BI



IT, Customer Service, Sales & Business Development
Hyderabad, Telangana, India
Posted on Wednesday, July 3, 2024

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Job Category

Software Engineering

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

  • About Salesforce

    Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’ “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce.


    The CSG BI organization is responsible for insights and recommendations to optimize the user experiences of IT applications. This includes analyses focused on application speed, stability, adoption, and user behaviors. Such work includes data ingestion, data munging, statistical analysis, data modelling, model evaluation, and model deployment. Effective outputs require a simple user-friendly synthesis of information, including actionable insights, analytical solutions, and AI-powered products.

    The team needs individuals with extensive business and analytical knowledge to deliver high value, actionable insights and recommendations. We are looking for a candidate who has a solid background in analytics, demonstrates proven abilities to be innovative and creative, and is an effective collaborator and communicator enabling influence.

    The candidate will have excellent analytics capabilities, expertise in analytical problem-solving techniques, project management skills, and product mindset. He/she will have the experience of working on solving complex analytical problems and should be comfortable with analytical tools. The person will be responsible for operating within a dynamic, fast-paced, scalable & agile IT development environment, which faces both internal and external customers.

    Job Responsibilities:

    • Delivers analytical insights to provide actionable recommendations to influence Online Support product development and to optimize user experience by considering speed, stability, and key user behaviors;

    • Develops and delivers on analytics roadmap for Online Support, while always identifying new opportunities and prioritization recommendations;

    • Works with data engineers, data scientists, architects, application product owners, software developers, UX designers, and business partners to design strategic projects and break complex problems into smaller actionable tasks;

    • Leads cross-functional engagements to define problem statements, establish KPIs, collect data, process data, build analytical models and make recommendations;

    • Builds Artificial Intelligence/Machine Learning prototypes;

    • Develops self-service analytics solutions to automate analytics;

    • Presents findings to key stakeholders;

    • Collects feedback and improves deployed products;

    • Establishes relationship with key stakeholders or Point of Contacts to accelerate issue fixes;

    • Leverages teamwork or cross-functional collaboration to influence the optimization of Online Support;

    • Contribute to improving business processes and reducing overall issues for Online Support.


    • Role Requirements:

      • Excellent written and verbal communication skills, including the ability to convey analytic insights effectively to both IT and business leaders;

      • Data Analytics, Data Science, Computer Science, Engineering, or Business Degree, or equivalent professional experience;

      • 8+ years of relevant work experience or 6+ years of work experience with a master degree;

      • 6+ years of experience with data analytics, business analytics, or data science;

      • Hands-on analytics capabilities, expertise in analytical problem-solving techniques and frameworks, and the ability to deal with large volumes of data;

      • Experience with Python/R and SQL;

      • Experience with data visualization tools, such as Power BI, Tableau, or Looker;

      • Knowledge of machine learning algorithms/concepts;

      • Proficiency in statistics and research methods;

      • Self-motivated with excellent capability of dealing with ambiguity;

      • Demonstrated knowledge of project management, leadership/teamwork, and stakeholder/customer management skills, and business acumen;

      • Comfortable with data cleaning processes to ensure data integrity;

      • Eager to learn new skills and knowledge and apply new skills and concepts quickly;

    • Preferences:

      • MBA, Engineering or CS Degree from top schools;

      • Experience with web analytics tools, such as Google Analytics, Adobe Analytics (SiteCatalyst or Omniture), or Coveo

      • Experience with Oracle RDMBS, Snowflake, BigQuery

      • Understanding of Tech Support and/or Order Support processes is a plus;

      • Understanding of AI ML (Machine Learning)

      • Understanding of data warehousing and ETL is a plus;

      • Experience with product management is a plus;

      • Experience in working with global teams;

      • Candidates may come from different strategy consulting backgrounds- Management Consulting, Digital strategy or eCommerce strategy.

    Location - India (Hyd)

    Shift - IST with an overlap with EMEA (2pm - 11pm IST)


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