Staff Data Analyst - Digital Success

Love our Customers is our #1 Value at Okta. The Okta Customer First Team lives and breathes this every day.  A critical element of Okta’s strategy is helping our customers accelerate their time to value and expand their relationship with Okta. This is a key differentiator for Okta and we believe that all customers, large and small, deserve an exceptional experience and this assistance. Executing on this strategy and maximizing our results will enable our customers and Okta to both succeed. 

The Staff Data Analyst - Digital Success role is an exciting opportunity to help scale and measure customer insights that maximize value across our global customer base. You will lead data-focused initiatives that deliver insights to our customers at scale, capture insights to reduce churn and drive growth, and measure impact across Digital Success programs to drive business planning and investment decisions. You will be deep in the data, side-by-side with a world-class Digital Success team to help scale and optimize their programs for maximum business impact.

You will partner with many cross-functional groups within Okta, including Product, Business Technology, Data & Insights, Marketing, Customer Success, Renewals, Sales, and outside vendor teams. Success in this role will require both a strong ability to understand the Digital customer lifecycle, how data translates to customer value, as well as in-depth knowledge of Okta identity products.. This is the chance to shape a highly visible area of the post-sale business that directly impacts our bottom line. 

What you'll be doing: 

Develop Insights at Scale:

• Craft insights that effectively drive customer adoption and demonstrate customer value 
• Maintain and expand an automated maturity model based on product telemetry and customer inputs

Measure Impact of Digital Success Programs:

• Uses their analytical, statistical, and programming skills to collect, analyze, interpret and summarize data from various sources, and transform that data into actionable information used to drive business decisions
• Develop and manage program attribution reporting across large datasets from multiple sources (including Pendo, Gainsight, Salesforce, Tableau, Matik, EverAfter, etc) to measure the effectiveness of Digital Success programs 
• Collaborate with stakeholders to understand what information is needed to drive business decisions

Capture Insights at Scale:

• Lead cross-functional projects to discover insights that will guide strategic decisions and uncover opportunities for consumption, adoption, and renewal improvements
• Determine methods for making churn and growth insights actionable via scalable methods 

Drive Data Excellence:

• Own the process of gathering, extracting, and compiling data across sources via relevant tools. Assess and validate the effectiveness and accuracy of new data sources and data gathering techniques to ensure quality. 
• Document data processes and structure to allow effective cross-collaborative use of data

What you'll bring to the role:

• Expertise in data strategy, analysis, and management related to customer marketing, customer success, growth marketing, and demand generation skill sets
• Demonstrate being data-driven to build insight: continuously measure, analyze, and recommend optimizations for existing programs and new opportunities
• Demonstrated experience managing complex, cross-functional, and strategic initiatives. 
• Demonstrate excellent communication skills (presentation, verbal and written) and ability to collaborate with cross-functional teams 
• Adaptability, flexibility in the face of changing business requirements and conditions

Qualifications:

• Experience in measuring and crafting data for successful multi-channel enterprise SaaS digital engagement and adoption programs is desired
• 6-10 years of industry experience; 5+ years of related experience as a data analyst, data scientist, or similar role
• Bachelor’s degree or advanced degree in data science, MIS, statistics or relevant technical degree preferred 
• Knowledge in identity, security, access management, workflow and/or developer-facing products preferred
• Proficient in programmatic data analysis and scripting (e.g. Advanced SQL, Proficient Python)
• Experience with building reports and visualizations to represent data intuitively in Tableau or similar data visualization tools 
• Advanced analytics, data science, AI/ML experience and techniques are a plus
• Bonus if familiar with Digital Success tooling, including Salesforce, Gainsight, Pendo, Matik, EverAfter, etc

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