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salesforce cross-functional collaboration customer insights dashboards root cause analysis📋 Description
- Own end-to-end analysis of escalations, cancellations, and risk indicators.
- Monitor and report trends by segment, product, region, lifecycle, and reason code to identify issues.
- Build recurring insight packages for CX, CS, Support, Product, and executives highlighting churn drivers.
- Lead root-cause analyses for high-priority escalations using Salesforce data and feedback.
- Design and maintain a standardized taxonomy for escalation/cancellation/risk drivers.
- Partner with Operations, CS, Product, and Support to drive cross-functional action plans and exec visibility.
🎯 Requirements
- 5+ years in customer insights, business analysis, CX/CS ops, analytics in B2B SaaS.
- Strong experience with Salesforce data and translating CRM/support data into insights.
- Experience building dashboards and executive-ready reporting using spreadsheets and BI.
- Structured root-cause analysis and linking symptoms to operational or product issues.
- Strong communication and storytelling to present findings to senior stakeholders.
- Ability to influence cross-functional teams and drive accountability.
- Experience supporting or defining CS tech or retention analytics preferred.
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