Sales Operations & Insights Analyst

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we’re not only making life better for small business, we’ll be building a stronger economy that can change the world.

How you'll make an impact

We are looking for a passionate and driven Sales Operations & Insights analyst to join our newly created Customer Success team. In this role, you will play a crucial part in empowering our customers to achieve their business goals by leveraging data-driven insights, coordinating campaigns, and measuring outcomes. You will be responsible for analysing customer data, identifying trends and patterns, and providing actionable recommendations to improve customer experience, retention, and growth.

Your experience working in Sales environments will enable you to optimise our sales processes, improve sales productivity and drive revenue growth.

What you'll do

• Analyse customer data: Dive deep into customer data from various sources, including Xero, CRM systems, and other relevant platforms.

• Analyse revenue & sales data: Collect, clean, and analyse revenue & sales data from various sources (CRM, sales tools, marketing automation platforms, etc.)

• Campaign reporting: Track and analyse key metrics across all Customer Success campaigns - accurately measuring campaign effectiveness against defined objectives.

• Campaign insights: Identify opportunities to improve campaign performance (such as A/B testing, audience segmentation, and channel optimisation; whilst identifying trends, patterns, and anomalies in campaign performance data.

• Identify key metrics: Track and analyse key performance indicators (KPIs) related to customer success (such as churn rate, customer lifetime value, and product adoption); 

• Develop reports and dashboards: Create visually compelling reports and dashboards to communicate insights and trends to stakeholders across the organisation; and maintain all business as usual reporting for the Customer Success function.

• Uncover opportunities: Identify opportunities for improvement in customer onboarding, engagement, and retention based on data analysis whilst using data analysis skills to design, build, and automate solutions for stakeholders

• Collaborate with cross-functional teams: Work closely with Customer Success Managers, Sales, Product, and Marketing teams to share insights and drive data-informed decisions.

• Support sales operations: Leverage data analysis to optimise sales processes, identify upselling and cross-selling opportunities, and improve forecasting accuracy.

• Stay up-to-date: Keep abreast of industry best practices and emerging trends in data analysis and customer success.

What you'll bring with you

• Proven experience: 4 years of experience in a data analysis or business intelligence role, preferably within a SaaS or technology company.

• Strong analytical skills: Intermediate to advanced proficiency in data analysis techniques and tools, including Excel, SQL, data set creation using DBT, and data visualisation platforms.

• Sales operations knowledge: Experience with sales processes, CRM systems, and sales performance metrics.

• Design-led: Experience with A/B testing and experimental design (bonus points for a knowledge of statistical modeling techniques).

• Customer-centric approach: A passion for understanding customer needs and using data to drive positive outcomes.

• Excellent communication skills: Ability to clearly and effectively communicate insights and recommendations to both technical and non-technical audiences; and ability to present complex data in a clear and concise manner to various audiences.

• Problem-solving mindset: A proactive and solution-oriented approach to challenges.

Why Xero? 

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.