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Senior Data Analyst - Customer Success

Senior Data Analyst - Customer Success

We’re looking for a Senior Data Analyst to join our Data Organization (a delightful team of Data Analysts, Data Engineers, and Data Scientists) to work with our Customer Success team.

Help us on our quest to become a world-class data organization which continuously optimizes the way in which we do business and deliver value to our customers, one data-informed decision at a time.

Key Responsibilities

  • Work as a senior data analyst embedded on the Customer Success team to form and manage business questions, hypotheses, and specifications
  • Be an integral part of our ‘Data Analyst Chapter’ and Data Organization by contributing to the overall data ecosystem
  • Partner with the Customer Success leads to understand their needs and proactively identify data initiatives to support their work
  • Help identify, define, and build metrics and KPIs that lead to actionable results
  • Lead the analysis and reconciliation of data and reporting projects as well as initiatives delivery within the scope of Customer Success
  • Communicate complex quantitative data stories in a clear, precise, and actionable manner
  • Act as the main data point of contact for Customer Success, working with your stakeholders to break down their asks, and suggesting solutions based on timeliness, accuracy, business value, and impact
  • Estimate, manage, and track data requests across multiple stakeholders/teams
  • Educate and mentor others in the company on data literacy; know what data, tools and methods are appropriate for a particular purpose, and interpret data visualizations, all in the spirit of empowering people with data
  • Mentor other members of the Data Organization around industry standards and best practices in data analytics

A Little Bit About You

  • You are an experienced analyst with ideally 7+ years experience in analytics
  • You have a proven track record of generating research and analysis in an audited, automated, reproducible, accessible, and actionable manner
  • You excel at working with semi and non-technical individuals to help translate, manage and drive Customer Success business needs into actionable insights
  • You’re experienced in project management: managing and prioritizing tasks across a department, knowing who to loop in when, and providing timely updates to your stakeholders
  • When it comes to stakeholder management, you have a successful track record of keeping a lid on scope creep, ensuring project requirements are aligned, identifying risk tolerance, and mitigating issues that could otherwise derail a project
  • You have a solid grasp and proficiency of data modeling, warehousing, and pipelining
  • You're an expert data storyteller and have strong knowledge and experience with a set of tools to enable that. We're currently using Mode (SQL, d3,) Sense (R, iPython) and Domo (our point and click BI tool)
  • You're proficient with SQL and have a working knowledge either R or Python. We use MySQL, Postgres/Redshift, Spark, and Hive dialects.
  • You have an understanding of Customer Success metrics, terminology and domain experience within a SaaS environment
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