Senior Customer Experience Analyst Job at Palo Alto Networks Italia (Bengaluru)

Job Description

As a Senior Customer Experience Analyst, you will be a key member of the Professional Services Operations team, responsible for enhancing the customer journey by managing critical operational processes. You will ensure data integrity, support the delivery team, and drive process improvements that directly impact customer success. This role requires exceptional attention to detail, strong analytical skills, and a proactive approach to thriving in a fast-paced, multi-tasking environment.

Job Responsibility

Manage the end-to-end subcontractor purchase requisition process, including creating engagement letters, building purchase requests, and tracking approvals
Oversee supplier purchase order funds, collaborating with Professional Services managers to manage budgets and process requests for additional funding
Track and analyze subcontractor costs for the NAM region, providing regular and ad-hoc reporting to support strategic decision-making
Ensure data integrity by diligently updating systems and tools, such as the PSA tool (Clarizen), with required project and financial information
Collaborate with pre-sales teams by building and managing the review process for Statement of Works (SOWs) and service contracts
Support the project delivery team by creating and setting up projects within the PSA tool (Clarizen) to ensure a smooth handoff
Proactively identify and recommend opportunities for process improvements based on data analysis to enhance operational efficiency and service quality
Uphold and contribute to organizational standards to maintain high-quality service delivery and customer satisfaction

Requirements

Bachelor’s degree in Business Administration, Finance, or a related field, or equivalent practical experience
5+ years of experience in an operations, business analyst, or project coordination role, preferably within a professional services or technology organization
Demonstrated experience with financial processes such as purchase requisitions, purchase order management, and cost tracking
Proficiency with Professional Services Automation (PSA) tools (e.g., Clarizen, NetSuite OpenAir) and CRM systems
Strong analytical skills with proven experience in creating reports and deriving actionable insights from data

Nice to have

Experience working with subcontractor and vendor management processes
Familiarity with creating and managing Statement of Works (SOWs) or similar contractual documents
Advanced skills in spreadsheet software (e.g., Microsoft Excel, Google Sheets), including pivot tables and complex formulas
A self-starter mentality with a proven ability to simplify complex processes and focus on details to achieve results

Palo Alto Networks Italia - All Job Offers

Select Country

Senior Customer Experience Analyst

Job Description

Job Responsibility

Requirements

Nice to have

Looking for more opportunities?

Senior Customer Experience Analyst

Senior Customer Experience and Engagement Analyst

Senior Analyst, Customer Finance

Senior Analyst, Customer Relationship Management

Senior Analyst, Customer Support

Senior Analyst, Customer Support

Senior analyst customer growth marketing dialogic

Customer Service Analyst, Senior

Customer Care Senior Analyst

Our AI answers in your language