At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.
We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.
At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.
- Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
- Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
- Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
- Talkdesker: YOU!
Duties and Responsibilities:
- Champion the use and application of data and analytics across the company
- Partner with different departments (e.g. Finance, Billing, Product, Design, BI team, Marketing, Business Operations, Support, etc.) to produce insights as an internal data consultant
- Use product usage and product impact data to identify strategic opportunities, areas of improvement, and best practices
- Design clever data models that balance the diverse, specific needs of various business stakeholders with general principles of flexibility and extensibility
- Collaborate with Engineering to collect and process data and enable new insights
- Establish data governance by setting standards for the consistent definition and application of metrics
- Manage technical aspects of key marketing systems (marketing automation, CRM) used to generate, distribute, and report on leads.
- Establish and maintain scalable processes that ensure best practices in campaign and lead management
- Create and maintain metrics reports on marketing and sales activities and effectiveness and business impact
- Develop robust KPIs and scorecards for marketing performance monitoring
- Present analysis and findings to a variety of audience
- Evaluate new technologies and add-on applications to improve and optimize marketing team performance
Qualifications:
- Experience in a Data Insights, Data Analytics, Data Science or Business Analytics role
- Proficiency in SQL and Excel. Experience in Javascript and Python is an advantage
- Experience with business intelligence tools (e.g. Looker, Excel, Tableau, Bizible, Marketo, and Snowflake)
- Experience creating and managing ETL pipelines - Experience with AWS Lambda for ETL is a plus
- Strategically-minded yet detail-oriented
- Striving to learn and find ways to analyze data from multiple sources
- Excellent interpersonal communication and presentation skills
- BA/BS degree in a related field (Computer Science, Math, Statistics, Engineering, Economics).
Work Environment and Physical Requirements:
Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)
The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.Top Skills
What We Do
Talkdesk is a global customer experience leader for customer-obsessed companies. Our contact center solution provides a better way for businesses and customers to engage with one another. Our speed of innovation and global footprint reflect our commitment to ensure businesses everywhere can deliver better customer experiences through any channel, resulting in higher customer satisfaction, cost savings and profitability. Talkdesk CX Cloud is an end-to-end customer experience solution that combines enterprise scale with consumer simplicity. Over 1,800 innovative companies around the world, including IBM, Acxiom, Trivago, and Fujitsu partner with Talkdesk to deliver a better way to great customer experience. Learn more and request a demo at www.talkdesk.com.
