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 a 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.
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, PowerPoint, Outlook at a minimum)
- Predictive analysis background highly desired (Business Intelligence-BI tools)
- Job duties are varied and complex utilizing independent judgment. May have project lead role. Attention to detail critical. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. For this, relationship management skills strongly desired. Strong written and verbal communication skills to interact with management and possible clients desired. 5 plus years relevant work experience.
This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions.
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Disclaimer
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law.
* Which includes being a United States Affirmative Action Employer
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