Program Manager Customer Success Analytics

The opportunity

At Unity, we are driving the wholesale adoption of Realtime 3D (RT3D) across many different businesses and industries. We strive to help companies accelerate through their digital transformation programs and create the foundations for Web 3.0.

Key to our success is data-driven insights. We are seeking a highly motivated and detail-oriented Data and Process Analyst to join our team. In this role, you will play a pivotal role in managing data (collecting and visualizing) and conducting in-depth analysis to support data-driven decision-making across the organization. You will be a key contributor in maintaining data integrity, streamlining data-related processes, and extracting valuable insights from our datasets. Your work will directly impact our ability to make informed decisions, improve efficiency, and drive organizational growth.

This role reports to the Senior Success Optimization Manager in the Product, Enablement, and Training Organization within Customer Success Everywhere.

What you'll be doing

• Data Management: collect, clean, and validate data from various CSE sources, including Zendesk, ODT, and Gainsight to ensure accuracy and consistency.
• Partner with Create Operations (Business Intelligence Team) to build customized dashboards.
• Process Optimization: evaluate existing data-related processes and workflows for efficiency and effectiveness, identify process automation and optimization opportunities to enhance data accessibility and usability, and collaborate with cross-functional teams to streamline data capture and reporting procedures.
• Data Analysis: develop and maintain interactive dashboards and reports to visualize key performance indicators (KPIs), and conduct statistical analysis to support business decision-making.
• Reporting and communications: create and deliver regular reports and presentations to communicate data insights to stakeholders.

What we're looking for

• Proven experience in data analysis, data prediction, and data management
• Strong analytical, problem-solving, and critical-thinking skills
• Detail-oriented with a strong commitment to data accuracy and quality
• Ability to work independently and collaboratively in a team environment
• High level of integrity and respect for data security and confidentiality

You might also have

• Experience with process modeling and improvement methodologies
• Strong interpersonal and communication skills
• Experience with a Customer Service organization

Additional information

• Relocation support is not available for this position.
• International relocation support is not available for this position.
• Work visa/immigration sponsorship is not available for this position.

Life at Unity

Unity [NYSE: U] is the world's leading platform of tools for creators to build and grow real-time games, apps, and experiences across multiple platforms. Creators, ranging from game developers to artists, architects, automotive designers, infrastructure experts, filmmakers, and more, use Unity to bring their imaginations to life across multiple platforms, from mobile, PC, and console, to spatial computing.

As of the fourth quarter of 2023, more than 69% of the top 1,000 mobile games are made with Unity as derived from a blended number of the top 1,000 games in the Google Play Store and iOS App Store. In 2023, Made with Unity applications had an average of 3.7 billion downloads per month. For more information, please visit www.unity.com.

Unity is a proud equal opportunity employer. We are committed to fostering an inclusive, innovative environment and celebrate our employees across age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law. Our differences are strengths that enable us to support the growing and evolving needs of our customers, partners, and collaborators. If there are preparations or accommodations we can make to help ensure you have a comfortable and positive interview experience, please fill out this form to let us know.

This position requires the incumbent to have a sufficient knowledge of English to have professional verbal and written exchanges in this language since the performance of the duties related to this position requires frequent and regular communication with colleagues and partners located worldwide and whose common language is English. Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Unity does not accept unsolicited headhunter and agency resumes. Unity will not pay fees to any third-party agency or company that does not have a signed agreement with Unity.

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