Installed Base Analyst
Role Details
Location: Eastwood (Work From Home available)
Work Hours: Japan / Korea Business Hours
Role Overview
The Installed Base Analyst supports the end-to-end renewal lifecycle by analyzing customer data, generating actionable insights, and working closely with internal sales and renewal teams. This role is key in driving subscription renewals and upsell opportunities through data-driven recommendations.
Key Responsibilities
- Perform Installed Base Analysis (IBA) on large customer datasets to identify renewal and upsell opportunities
- Provide actionable insights and recommendations to sales teams to support renewal conversations
- Monitor customer lifecycle — renewals, expirations, and churn risk — and flag accounts needing follow-up
- Collaborate with internal sales and renewal teams throughout the end-to-end renewal process:
– Analyze data → Deliver insights to sales → Sales proposes to customer → Process renewal
- Open and manage cases/tickets upon sales confirmation; follow up until ticket closure
- Communicate with customers when required to support the renewal process
- Build and maintain reports and dashboards to track installed base trends
- Adapt to new Cisco offers, programs, and evolving renewal processes
Key Skills & Competencies
Data Analysis Business Acumen Language Proficiency
CRM / Ticketing Tools Communication Attention to Detail
Candidates must demonstrate strength in all of the following:
- Data Handling — Comfortable analyzing large, complex datasets; experience with Excel, SQL, Power BI, Tableau, or equivalent
- Business Sense — Ability to translate data into customer insights, renewal strategies, and upsell recommendations
- Language Proficiency — Strong Japanese or Korean communication skills (see requirements below)
- Stakeholder Communication — Effective engagement with internal sales teams and customers
- Adaptability — Willingness to learn new tools, programs, and processes in a fast-changing environment
Qualifications & Requirements
Education & Experience
- Bachelor's degree in any field; Business, IT, or related disciplines preferred
- Background in Technical Support, Customer Success, or Sales is an advantage — what matters most is demonstrable business sense and analytical thinking
- Experience handling customer data, renewals, or subscription-based services is a strong plus
Language Requirements
Japanese Role Native Japanese OR JLPT N1/N2 | Basic English proficiency
Korean Role Native Korean OR TOPIK Level 6 | Basic English proficiency
Technical Skills
- Proficient in data tools: Excel (advanced), SQL, Power BI, Tableau, or similar
- Familiarity with CRM platforms (e.g., Salesforce) and ticketing systems
- Ability to clean, validate, and maintain large customer/product datasets
