Customer Experience Senior Data Analyst

Job Description:

This position will be responsible for analyzing, connecting and interpreting complex data sets to help drive customer success strategies. This role requires expertise in PowerBI, Salesforce, Customer Experience (CX) survey tools, Excel and PowerPoint. Developing dashboards and presentations to tell a story through the data that is consumed by all levels of the organization and supports the decision-making processes. 

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

• Collect, connect, clean, and analyze data from multiple complex sources to produce meaning development of actionable insights.
• Develop, maintain, and manage advanced reporting, analytics, dashboards, and other BI solutions using PowerBI.
• Create engaging PowerPoint presentations that are used in senior leadership meetings to tell the story of customer experience across all touchpoints within the organization. 
• Develop perspective, via the data, and prioritize where improvement opportunities exist. 
• Compile analysis to guide the organization’s decisions around people, process and technology needs across the organization. 
• Clearly and effectively, verbally communicate insights through the delivery of presentations with senior leadership.
• Develop analysis to develop a strategy around the retention and expansion of annual recurring revenue. 
• Create and maintain firm-wide taxonomy to aide in the continual development and optimization of our AI engines. 
• Leverage Salesforce data to track customer interactions and identify trends and opportunities for customer engagement.
• Work with customer success organization to refine health score model. 
• Utilize Gainsight to monitor customer health scores, manage customer journeys, and predict customer experience. 
• Work closely with business leaders across the organization to understand their data needs and provide tailored insights and action plans. 
• Create detailed documentation of data analytics processes and ensure data integrity.
• Collaborate with cross-functional analytics teams to ensure alignment and support company-wide data initiatives.

SUPERVISORY RESPONSIBILITIES:

N/A at this time

KNOWLEDGE, SKILLS AND ABILITIES:

• Ability to thrive in a dynamically changing work environment.
• Ability to work effectively both independently and as part of a team.
• Intellectual curiosity and the desire to build new skillsets. 
• A commitment to constant self-improvement and a willingness to be coached.
• Confident communication skills and inclination to build collaborative working relationships across the firm.
• Action orientation, willingness to take the initiative, and a desire to roll-up sleeves and dig into the depths of the business.
• Grace under pressure and a positive attitude.
• Contribute to a positive team culture that values high performance, transparency, and work-life integration. 
• Excellent analytical and problem-solving skills, with the ability to interpret complex data sets.
• Excellent communication skills, with the ability to convey data-driven insights to non-technical stakeholders.
• Attention to detail and a commitment to data accuracy and quality.

PREFERRED QUALIFICATIONS:

• Experience in the software or technology industry.
• Familiarity with SQL and other data querying languages.
• Knowledge of data warehousing and ETL processes.

EDUCATION AND TRAINING:

• Bachelor's degree in Data Science, Statistics, Computer Science, Business, or a related field.
• 12 or more years of proven experience as a Data Analyst, preferably within a customer success or customer experience organization.
• Advanced certifications in PowerBI, Salesforce, or CX survey tools (Gainsight, Medallia, Qualtrics, etc.)
• Proven experience in building a taxonomy and topic rule sets that produce an 85% or higher accuracy rate. 
• Experience with Customer Experience Survey tools (Gainsight, Medallia, Qualtrics, etc.) and a solid understanding of customer success metrics and workflows.
• Proficiency in PowerBI, including experience in creating and managing dashboards and reports.
• Proven knowledge of Salesforce and its application in customer relationship management.

Other Qualifications
The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.