Data Analytics & Insight Specialist, Customer Success

Fortinet is seeking a data analytics and insight specialist to join the Customer Success Operations team. The Customer Success Operations team is responsible for generating key insights into the performance of Fortinet’s CS organisation.  

In this role, you will be responsible for conducting regular reporting and analysis of CS team performance including Services & Support. You will develop hands-on experience with all stages of the analytics and reporting process including scope definition, data sourcing and extraction from multiple systems and data sources (Salesforce, FortiCare, Tableau), analysis/reporting execution, and preparation/communication of deliverables.

If you have prior analytics experience, a passion for problem solving, analysing data and finding opportunities to build efficiencies into every process this role will be a great fit for you. 

What you will do:

• Deliver business performance insight by standardising and simplifying insights and reporting 
• Responsible for identifying the most suitable data sources, applying any required data transformations, and then providing access through the design of intuitive reports and dashboards.
• Maintain and improve Executive dashboards and analysis based on customer health data
• Supporting the business with quick turnaround on both routine and ad hoc data analysis requests
• Development of narratives around datasets analysed, and advise stakeholders on strategic and/or tactical decisions 
• Administration of key data pipelines between SFDC, FortiCare and others

Who you are:

• 2-5 years of experience with analytics and reporting
• Demonstrated ability to translate business requirements into required analysis
• Extremely detail-oriented
• Passionate to engage with cross-functional teams for the deliverables
• Able to work independently, handle multiple projects in a fast-paced environment, and negotiate and collaborate effectively
• Highly analytical, able to understand business metrics, customer and market trends
• Contribute to regular status meetings with the project team, and stakeholders.
• Maintain a highly organized and accurate task list, visible to leadership and management
• Produce process-related documents and supporting materials
• Provide updates, status, and next steps on a regular cadence 
• Track time, progress, goals, and deadlines

Required Skills and Technologies:

• Microsoft Excel - Intermediate to Advanced (pivot tables and advanced functions)
• Microsoft SQL – Intermediate to Advanced
• Exposure to Tableau or PowerBI a significant plus, 
• Exposure to financial modelling a plus
• Salesforce Lightning exposure – a plus

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