Principal Strategy & Operations Analyst

dynaTrace software GmbH; Boston (MA); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading software company is seeking a Sr. Strategic Program Analyst to enhance customer journeys and drive retention in their SaaS business. The role involves strategic analysis, collaboration with senior leaders, and delivering insights to improve operational efficiency. Ideal candidates have strong analytical and project management skills, with experience in B2B SaaS environments. This position offers remote work flexibility within the U.S.

Benefits

Career development program

Innovative work environment

International team culture

Qualifications

• 5-8 years of experience in B2B SaaS environments.
• Proven ability to manage multiple projects in a fast-paced environment.

Responsibilities

• Analyze existing processes to enhance operational efficiency.
• Lead in-depth analysis of customer behavior and churn patterns.
• Present insights to executive stakeholders for decision making.

Skills

Analytical Rigor

Project Management

Communication

Education

Bachelor’s degree in Business

MBA or advanced degree

Tools

Salesforce

Gainsight

HubSpot

Job description

Your role at Dynatrace

Dynatrace is seeking a data-driven, strategic thinker to join our team as a Sr. Strategic Program Analyst. In this role, as part of the Global Strategic Program team in our post-sales organization, you will analyze, optimize and improve global, cross functional business processes, spanning Professional Services, Support, Customer success, Sales and Education functions to enhance the customer journey while driving consumption and retention of our SaaS business.

In this strategic role you will act as a thought partner to senior leaders across our post-sales organization, using data, insights and cross-functional collaboration to improve customer retention and growth.

You will own and deliver complex analytics projects, shape go-to-market strategy across the post-sales journey and influence decision making at executive level.

What will help you succeed

• Analyze and assess existing processes that support the customer journey and serve as strategic advisor to post-sales leadership, identifying opportunities to enhance operational efficiency, customer health and consumption.
• Lead in-depth analysis of customer behavior, onboarding performance, adoption and churn patterns.
• Design and optimize cross functional, end-to-end customer journey processes, e.g. onboarding, customer segmentation and health scoring models.
• Collaborate with all post-sales functions, including Portfolio Management, Business Systems and Operations, to define and implement improved processes.
• Present insights and recommendations to executive stakeholders to inform quarterly planning, resource allocation and customer initiatives.
• Identify operational inefficiencies and suggest improvements to tools, processes, and workflows.
• Conduct ad-hoc data analysis and deliver presentations to leadership and stakeholders.
  Required Qualifications:
• Bachelor’s degree in Business, Data Analytics, Information Systems, or related field.
• 5-8 years of experience post-sales strategy, analytics or operations roles in B2B SaaS environments, with knowledge of key metrics and business KPIs.
• Self-starter with exceptional business acumen, analytical rigor and project management skills
• Experience with CRM platforms (e.g., Salesforce, Gainsight, HubSpot) and customer success platforms.
• Demonstrated experience turning complex data into actional business strategy and influencing senior stakeholders.
• Strong communication and visual storytelling abilities for both technical and business audiences
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple projects and deliver insights in a fast-paced environment.
  Preferred Qualifications:
• MBA or advanced degree in Business, Science or Information Systems fields.
• Knowledge of customer lifecycle management, NPS, CSAT, or other customer success metrics.
• Experience with customer journey mapping, retention modeling and product usage analytics.
• Ability to learn quickly and deliver results
• Willing to work across global offices and travel as needed
  Employees Can Work Remotely Within the United States with residence 45 miles distance outside of local office. This role can be filled remotely for the right candidate.

Why you will love being a Dynatracer

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.