We are looking for an exceptional Data Analyst to join our Customer Solution Group (CSG), supporting our post-sales teams - Support, Services, and Success. As a Data Analyst, you will play a pivotal role in driving analysis and providing valuable insights to the business, empowering data-driven decision-making and enhancing customer satisfaction.

Responsibilities:

• Drive end-to-end analytical development - from consulting with the business to understand requirements, translating their needs into an analytical problem, performing the analysis, and delivering results through storytelling to your stakeholders.
• Conduct thorough data analysis, focusing on customer-related metrics and key performance indicators, to uncover trends, patterns, and correlations that drive actionable insights.
• Utilize Looker, our primary BI platform, to create and maintain compelling dashboards and reports that effectively communicate data insights to stakeholders.
• Develop a deep understanding of our data, including operational metrics, customer satisfaction, workflows, etc. enabling you to provide actionable recommendations to enhance internal operations and improve retention of our customers.
• Proactively identify opportunities for improvement by conducting data-driven analysis and leveraging feedback from post-sales teams, contributing to the continuous enhancement of customer satisfaction and retention strategies.
• Collaborate with cross-functional teams to gather and integrate data from various sources, ensuring data quality and accuracy, which serves as a foundation for comprehensive analysis.
• Provide regular reporting and performance updates to relevant stakeholders, showcasing key findings, emerging trends, and actionable recommendations to drive continuous improvement.
• Leverage SQL to conduct data manipulation and querying (in dbt)

Requirements:

• 7+ years of professional experience as a Data Analyst in a B2B software environment 
• Bachelor's degree in a relevant field, such as Management, Statistics, Mathematics, or a related experience
• Demonstrating a track record of working with business stakeholders to define requirements and delivering impactful insights
• Experience with data related to B2B customer management and support operations
• Excellent communication skills, both written and verbal, allowing you to effectively present findings to non-technical stakeholders in a clear and compelling manner.
• Proficiency in Looker (or similar tools like Tableau or Power BI) is required, enabling you to create and maintain complex dashboards and reports that transform raw data into actionable insights.
• Demonstrated problem-solving and strategic thinking abilities with diverse data sets
• Experience in working with data engineering teams to identify needs, integrating new sources, and/ or mapping new data objects 
• Solid understanding of data analysis techniques and their application to the business.
• Experience generating visual representations such as graphs, charts or heatmaps to facilitate data interpretation and communication of results with diverse stakeholders.
• Proficiency with SQL is a strong plus
• Highly organized and detail-oriented, with the ability to manage multiple projects and priorities concurrently.