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Imperva is seeking a passionate Customer Operations Analyst to undertake a 12-month placement supporting our Customer Success Management team. This role will help to build critical reporting, solve problems, and make an impact through their data findings and recommendations. Specifically, this person will join our Customer Intelligence team and assist with building out and maintaining operational reporting, gathering data, and completing analyses to drive improved outcomes for the team and for our customers. They will have the opportunity to learn the Imperva business, Customer Success, processes, and to develop specific data analysis skills. This is an entry level position and training will be provided.
Job Responsibility:
Identify trends, patterns, and key insights related to customer behaviour, product usage, and engagement
Help to improve our customer’s experience
Help to predict customer churn
Help to drive customer retention and expansion
Help to improve Imperva’s products and services
Generate and maintain reports and dashboards for the Customer Success team to track key performance indicators (KPIs) and customer success metrics
Drive meaningful action through a data-driven mindset
Assist team members across the Customer Success team
Collaborate with cross-functional teams and stakeholders to understand analytics needs, set priorities, and work on multiple projects simultaneously
Undertake various training as deemed necessary and stay updated on industry trends, data analysis techniques, and tools
Requirements:
Likely pursuing a degree in a relevant field such as Computer Science, Data Science, Statistics, Mathematics, Physics, IT, or a related discipline
Knowledge of the fundamentals of Data Analysis
Strong analytical thinking and problem-solving skills
Proficient in one programming language, preferably Python, R, or SQL
Ability to manage multiple projects at the same time
A productive self-starter with a good work ethic
Strong verbal and written communication skills and ability to work well in a distributed team environment
Nice to have:
Familiarity with data visualisation tools and statistical analysis software (e.g., Tableau, Power BI, Snowflake, Excel)
Knowledge of databases and SQL for data extraction and manipulation
Comfortable working with data cleaning and transformation techniques
Familiarity with cloud-based technologies (e.g. AWS, Azure, Google Cloud Platform)