Product Quality and Installation Manager ensuring product quality and installation standards at Phillip Jeffries. Collaborating across teams to drive customer satisfaction and loyalty through detailed product insights and improvements.
About the role
- Senior Manager of Strategy & Business Analysis for Proofpoint, shaping transformation across Customer Office. Conducting complex analyses and collaborating with cross-functional leadership teams.
Responsibilities
- Conduct complex analysis to inform key decisions and long-term strategy across the Customer Office (Customer Success, Renewals, Support, Services).
- Deliver insights on customer segmentation, churn risk and drivers, pricing, services attach/expansion, etc.
- Model the impact of new investments on churn reduction, customer experience, and revenue expansion.
- Create and facilitate executive-level presentations that clearly explain data insights and resulting recommendations.
- Perform ad-hoc deep dives into key drivers of Customer Office performance, surfacing actionable insights for leadership.
- Lead analysis feeding into annual planning, quarterly business reviews, and Board of Director materials.
- Develop capacity models for Success, Support, and Services teams to support growth and scalability.
- Closely partner with Finance during planning cycles
- Run standing business cadences (e.g., QBRs, monthly metrics reviews) across the Customer Office to track performance and drive accountability.
- Define, monitor, and continuously refine KPIs and operational metrics across all post-sale functions.
- Ensure data integrity across reporting systems (e.g., Salesforce, Clari, PowerBI) to drive confidence in metrics used by executives and the Board.
Requirements
- Bachelor’s degree in Business, Management, or related field; MBA preferred.
- 10+ years of experience in strategy, business analysis, operations or related roles.
- 7+ years of experience within SaaS, preferably within GTM, Customer Success, Support, or Services Operations.
- Extensive experience with customer-focused analysis—churn analytics, support demand modeling, services attach/expansion, adoption analytics, and customer health/risk modeling.
- Deep expertise analyzing data in Excel across multiple data sets and creating reusable workbooks for senior audiences.
- Proven expertise in using Power BI, Tableau, or other business intelligence tools.
- Experience with CRM, Revenue Management, and Customer Success software (e.g., Salesforce, Clari/Gong, Gainsight/Totango)
- Proven ability to thrive in a high-growth, fast-paced, dynamic environment, and drive results in a highly matrixed organization through collaboration and innovation.
- Highly independent; ability to work rapidly and productively with general direction.
- Strong strategic thinking, analytical skills, and problem-solving abilities.
- Excellent communication and executive-level presentation skills.
Benefits
- Competitive compensation
- Comprehensive benefits
- Learning & Development: We are committed to the growth and development of our team members, offering a range of programs including leadership and professional development workshops, stretch project assignments, and mentoring opportunities to help employees reach their full potential.
- Flexible work environment: [Remote options, hybrid schedules, flexible hours, etc.]
- Annual wellness and community outreach days
- Always on recognition for your contributions
- Global collaboration and networking opportunities
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