Business Analyst

Who You'll Work With

As a Business Analyst within Customer Success Strategy, Planning & Operations, you will be part of a dynamic, highly collaborative, and forward-thinking team dedicated to transforming complex operational data into actionable business intelligence.

In this role, you will act as a trusted business partner, collaborating closely with:

· Customer Success & Operations Leadership: Partnering with Directors and People Managers to deliver cadence reporting, capacity modeling, KPI scorecards, and data-driven recommendations.

· Finance & Strategy Teams: Aligning on headcount planning, budget variance, COGs & OpEx tracking, and investment cases.

· Cross-Functional CX Teams: Teaming up with Program Managers, Delivery Leaders, and enablement teams to evaluate program efficacy, identify operational bottlenecks, and streamline business processes.

· Dashboard Developers: Partnering with technical teams and BI developers to enhance and automate dashboards, and establish robust single-source-of-truth data governance.

What You’ll Do:

To be successful in this role you should become comfortable with big data, database structures, analytics tools, project / program management, and presenting ideas and theories from the analysis of data. There will be an expectation of business knowledge related to professional and technical support services and their role in the marketplace, and the ability to connect market and industry knowledge to the job function.

• Provide data intelligence through generation of complex reports and analyses from multiple cross-functional sources to substantiate business decisions and recommendations. Identify trends & patterns in datasets, locate points of influence, and communicate synthesized data results
• Assist Customer Success teams with data analysis using AI for business/value case development for key strategic initiatives.
• Maintain and enhance internal Customer Success tools and workflows utilizing Power BI, Power Apps, Power Automate, and the Microsoft Power Platform suite.
• Collaborate with global/regional Customer Success leaders, Ops, Finance, People & Communities, and other SMEs to translate strategic business needs into scalable solutions.
• Track and govern various aspects of Spend for Customer Success including License spend, AI tool Usage, T&E, Events etc.
• Model internal business processes and data flow, identifying critical components that affect functionality and system performance.
• Identify opportunities to leverage automation, artificial intelligence, and process improvements to increase productivity, improve user experiences, and support business transformation initiatives.

Minimum Qualifications:

• Bachelors + 5 years of related experience, or Masters +2 years of related experience
• Strong analytical/AI skills to identify trends & patterns in data and interpret, synthesize, and communicate results
• Ability to work in matrixed organizations, prioritize what is meaningful to the business and influence decision makers to achieve desired results.
• Excellent written/verbal communication and presentation skills.

Preferred Qualifications:

• Experience and understanding of CX/Services and Finance organization, processes, and policies are a strong plus
• Strong interpersonal and collaboration skills, including ability to manage multiple priorities and timelines

Why Cisco?

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era - and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.

We are Cisco, and our power starts with you.

Message to applicants applying to work in the U.S. and/or Canada:

Individual pay is determined by the candidate's hiring location, market conditions, job-related skillset, experience, qualifications, education, certifications, and/or training. The full salary range for certain locations is listed below. For locations not listed below, the recruiter can share more details about compensation for the role in your location during the hiring process.

U.S. employees are offered benefits, subject to Cisco’s plan eligibility rules, which include medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, paid parental leave, short and long-term disability coverage, and basic life insurance. Please see the Cisco careers site to discover more benefits and perks. Employees may be eligible to receive grants of Cisco restricted stock units, which vest following continued employment with Cisco for defined periods of time.

U.S. employees are eligible for paid time away as described below, subject to Cisco’s policies:

• 10 paid holidays per full calendar year, plus 1 floating holiday for non-exempt employees

• 1 paid day off for employee’s birthday, paid year-end holiday shutdown, and 4 paid days off for personal wellness determined by Cisco

• Non-exempt employees** receive 16 days of paid vacation time per full calendar year, accrued at rate of 4.92 hours per pay period for full-time employees

• Exempt employees participate in Cisco’s flexible vacation time off program, which has no defined limit on how much vacation time eligible employees may use (subject to availability and some business limitations)

• 80 hours of sick time off provided on hire date and each January 1st thereafter, and up to 80 hours of unused sick time carried forward from one calendar year to the next

• Additional paid time away may be requested to deal with critical or emergency issues for family members

• Optional 10 paid days per full calendar year to volunteer

For non-sales roles, employees are also eligible to earn annual bonuses subject to Cisco’s policies.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components, subject to the applicable Cisco plan. For quota-based incentive pay, Cisco typically pays as follows:

• .75% of incentive target for each 1% of revenue attainment up to 50% of quota;

• 1.5% of incentive target for each 1% of attainment between 50% and 75%;

• 1% of incentive target for each 1% of attainment between 75% and 100%; and

• Once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.

For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay 0% up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid.

The applicable full salary ranges for this position, by specific state, are listed below:

New York City Metro Area:

Non-Metro New York state & Washington state:

* For quota-based sales roles on Cisco’s sales plan, the ranges provided in this posting include base pay and sales target incentive compensation combined.

** Employees in Illinois, whether exempt or non-exempt, will participate in a unique time off program to meet local requirements.