Revenue Operations Business Analyst - Customer Success

| San Francisco
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About The Role:
The Udemy for Business Revenue Operations team is responsible for enabling our Marketing, Sales and Customer Success teams to scale and grow revenue efficiently. We own the systems & applications, processes, and analytics to make the teams aligned to drive visibility and accountability for our revenue growth.
As a RevOps Business Analyst, you will own the metrics (the source of truth) for the business unit, monitoring for trends, isolating the “why?”, and providing updates to business leadership. You'll be embedded within the business, getting deep in the relevant metrics to be the analytical force that aligns UFB as a data-driven organization. We've experienced tremendous growth over the last few years and this role is critical to ensuring we continue to rapidly scale our CS operations to ensure the success of our customers.

Here's what you'll be doing:

  • Do a deep dive on the business and come forward to say, “Here’s what I think our top 3 CS analytics priorities should be based on my assessment of the business, customer base and team.”
  • Leverage Business Intelligence tools and data to create and deliver the operations reports, analyses and forecasts our partners rely on.
  • Be the go-to analytical partner for the CS team. You'll track, analyze, and report on customer lifecycle data and retention and deliver your insights to leadership.
  • Assist with the annual strategic planning process as well as ad hoc analyses. You'll work across teams to forecast how our different regions and segments will perform.

We're excited about you because you have:

  • 4-6+ years experience in B2B / SaaS revenue analytics. Customer Success experience is a must have! 
  • A knowledge of Customer Success mechanics. You’ve worked with account retention and churn and you know the difference between ARR and ACV.
  • A love of analytics and an interest in understanding how to forecast upsells and renewals in our different segments 
  • Motivation and energy with a start-up "do a little bit of everything" mindset
  • Experience handling B2B data. You know Salesforce well and you can handle BI tools such as Looker, Chartio, Tableau, etc.
  • Experience writing SQL and using spreadsheet software. You're handy with Excel or Google Sheets
  • Note: This is not a Machine learning or AI role so no background there is required.

About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 35 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

SOMA

An Insider's view of Udemy

How would you describe the company’s work-life balance?

I’ve been really impressed by the work-life balance at Udemy. Each team has the freedom to choose a schedule and system that works for them. Everyone is committed to the success of their team and Udemy as a whole, and this flexibility and trust enables each of us to work in a way that helps maximize our impact.

Katie

Full Stack Web Development Software Engineer, Instructor Loyalty

How do you collaborate with other teams in the company?

As a member of the Marketing Efficiency Decision Science team, I help determine how Udemy can invest money efficiently. We partner with all levels of the Marketing and Finance teams to align our goals and drive implementation. We also work with the Data Products and platform team to ensure we utilize the most robust models and architecture.

Silvia

Data Scientist II

How does the company support your career growth?

Udemy provides me with daily opportunities to grow as an engineer. My manager genuinely cares about my career plan and professional growth. In every project that we’ve chosen for me to work on, I had the chance to improve my weaknesses and demonstrate my strengths. It is so important to feel valued at work, and Udemy has been doing a great job.

Duygu

Senior Staff Engineer

How do you make yourself accessible to the rest of the team?

My philosophy goes beyond normally scheduled one-on-ones, which I regard as simply guaranteed check points. I have a truly “interrupt me anytime” policy, so my staff feels comfortable enough to talk with me at any moment. My team is my work-family and, as with my own family, it is a top priority for me to be there to support them.

Justin

Senior Data Science Manager

What are Udemy Perks + Benefits

Culture
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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