Position Summary 

This role works with internal stakeholders across Customer Success and our business partners (Product, Engineering, Marketing, BI, and Finance) to understand business needs and help synthesize problem statements. You will deliver deep analyses that extract key insights from data and provide recommendations for strategic, product/engineering bugs and escalation priority, and operational improvements for customer success. In addition, this role will help define success and value realization measurement, create ad-hoc analysis, and influence dashboard design with the Business Intelligence team in order to drive business decisions. This role requires strong communication to gather requirements and present results in an engaging and understandable format.

This position is an Individual Contributor and reports to Customer Success Insights Leader.

The ideal candidate must:

• Have experience working through complex business problems and partnering with internal clients using a consultative approach
• Be comfortable working with ambiguity and have the ability to define and solve problems by using available data and making reasonable assumptions
• Have excellent communication and relationship building skills from stakeholders up to executive level
• Ability to leverage data and models for creating impactful change

Responsibilities

• High level understanding in the business of customer success in order to provide guidance on relevant analyses and initiative priorities.
• Support and influence business decisions with data and timely & insightful analyses 
• Apply analytical techniques including data mining and statistical modeling to design and implement models and algorithms to solve for Customer Success and Post Sales experience needs. 
• Structure work, frame issues, and produce analyses that answer complex business questions in a pragmatic approach
• Communicate analysis findings and recommendations both strategic and tactical to colleagues, stakeholders, and Customer Success leadership in a clear, concise, and influential manner
• Be able to navigate large scale and complex data sources from converting raw data into meaningful and actionable insights to gathering qualitative information from stakeholders
• Make intelligent tradeoffs between information available and provide innovative solutions to customers even in situations where all the desired data may or may not be available
• Collaborate & partner with the Business Intelligence team, ensuring that data integrity, reporting and analyses progress symbiotically
• Deliver and refresh standardized reports on a weekly basis for new initiatives and programs to measure success against goals.

Basic Qualifications

• BS/Masters in quantitative related fields such as economics, statistic, finance, engineering, or computer science
• 2-3 years+ experience analyzing data and using data to drive insights and decision-making, ideally in SaaS industry
• Strong verbal and written communication skills with proven ability to work with business stakeholders
• Ability to easily transition from working at a detailed data level to presenting high level findings to management.
• Solid understanding of statistics and probability concepts
• Fluency in using SQL for data transformation and analysis on data sets with 10 Million+ records
• Fluency with using enterprise business intelligence and reporting solutions (e.g. Tableau, PowerBI)
• Customer focus - an ability to identify opportunities for business optimization through customer insights and the aptitude to turn these into viable products

Preferred Qualifications

• Experience with data science tools, such as R or Python, and data science concepts and processes 
• Experience in management consulting, business strategy, or planning
• Solid presentation skills for management and executive consumption

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings (or virtual events these days!) because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)

• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status