Customer Insights Analyst, Product Operations

SailPoint

69d • $118,300 - $169,000

About The Position

The Product Operations team is looking for a Customer Insights Analyst to join our team centered around operational excellence for our Product Team. The Customer Insights Analyst will play a critical role in championing the SailPoint customer perspective within the Product organization. This role will gather, analyze, and disseminate customer feedback from internal and external sources to inform and support product strategy, prioritization, and improve the overall customer experience. The ideal candidate will be a data-driven individual with a strong analytical mindset, excellent communication skills, and a passion for understanding customer needs.

Requirements

• Bachelor's degree in a related field.
• 8+ years of experience in product operations, product management, customer success, data analytics, or a related role.
• Strong analytical and problem-solving skills.
• Excellent communication and presentation skills.
• Experience with data analysis tools and techniques.
• Passion for understanding customer needs and advocating for the customer.
• Experience with identity governance or security software is a plus.
• Familiarity with survey tools (e.g., Qualtrics, SurveyMonkey) and CRM systems (e.g., Salesforce), and Data Visualization tooling.

Responsibilities

• Develop and manage a comprehensive Voice of the Customer (VoC) program to collect feedback from various sources, including surveys, customer interviews, product usage data, support tickets, and community forums.
• Work closely with Product Management, Engineering, Support, Customer Success, Developer Relations and other teams to ensure that customer feedback is incorporated into the product development life cycle.
• Analyze customer feedback data to identify key trends, pain points, and areas for improvement.
• Understand support ticket drivers and collaborate with PM team to define plans to address.
• Optimize support ticket flow to minimize capacity needs on engineering teams through upstream actions and processes (ex. Documentation, community forums, AI etc.).
• Track any roadmap items committed to customers and their associated delivery timelines.
• Create and deliver regular reports and presentations to Product leadership and other stakeholders, highlighting key customer insights and recommendations.
• Identify and implement process improvements to enhance the efficiency and effectiveness of the VoC program.
• Serve as a strong advocate for the customer within the Product organization.
• Monitor competitor products and services to identify opportunities for differentiation and improvement.

Benefits

• Experience a Small-company Atmosphere with Big-company Benefits
• Competitive pay, 401(k) and comprehensive medical, dental and vision plans
• Recharge your batteries with a flexible vacation policy and paid holidays
• Grow with us with both technical and career growth opportunities
• Enjoy a healthy work-life balance with flexible hours, family-friendly company events and charitable work

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees