Customer Analytics Specialist

Accountabilities

• CustomerHealthandRetentionAnalytics:Developandmaintaincomprehensivecustomerhealthscoresusingkeyindicatorssuchasorderfrequency,disputerates,responsetimes,fillrates,andcustomersatisfaction.Generateweeklyat-riskaccountreports,identifythedriversbehindchanginghealthscores,andbuildpredictivechurnmodelsthatflagpotentialcustomerlosses30–60daysinadvance.

• RenewalandExpansionOpportunities:Createautomatedrenewaldashboardswithwinprobabilityestimatesanddevelopmonthlyanalyticstoidentifyopportunitiesforaccountexpansion.Conductmarketshareandwalletshareanalyses,monitorserviceusageandaccountactivity,andidentifyopportunitiesforservice-levelagreement(SLA)upgradesandadditionalrevenue.

• CustomerValueReporting:Producequarterlycustomervaluereportsandprepareexecutive-levelpresentationsformonthlyandquarterlybusinessreviews.Providedata-driveninsightstoAccountManagers,CustomerSuccessManagers,andleadershipteamstosupportretentionstrategies,customerengagement,andcommercialdecision-making.

• DataInfrastructureandReportingAutomation:Maintainreliableconnectionsbetweeninternaldatabases,customerrelationshipmanagement(CRM)systems,andbusinessintelligenceplatformssuchasPowerBIandTableau.Buildandmaintaindashboardswithautomatedweeklyrefreshes,implementalertswhencustomerhealthscorescrosspredefinedthresholds,andstandardizereportingprocessesanddatadefinitions.

• DataQualityandCross-FunctionalCollaboration:PartnerwithOperationsandITteamstoinvestigateandresolvedataqualityissuesattheirsource.Respondtointernalandcustomer-relatedanalyticalrequests,ensuringthatinsightsareaccurate,consistent,andsuitableforoperationalandexecutive-leveldecisions.

• AIandAdvancedAnalytics:LeadtheadoptionofAI-drivenanalyticssolutionsandcollaboratewithITtodeployanalyticalmodelsintoproduction.DevelopAIpromptsandself-servicequeryinterfacesthatenableAccountManagersandCustomerSuccessManagerstoaccessinsightsefficiently,whilevalidatingAI-generatedoutputsforaccuracyandreliability.

• ContinuousImprovementandPerformanceMeasurement:Establishscalableanalyticspracticesthatreducemanualreportingandimprovethespeedandqualityofcustomerdecisions.Driveprogresstowardmeasurableoutcomes,includinga30%week-over-weekreductioninaccountswithcriticalhealthscores,a50%reductioninmanualdataextractiontimeforCustomerSuccessManagers,and100%on-timedeliveryofautomatedreports.

Requirements

• ProfessionalExperience:Atleast8yearsofexperienceasaBusinessIntelligenceAnalyst,DataAnalyst,CustomerAnalyticsSpecialist,orinacomparableanalytics-focusedrole.

• BusinessIntelligenceExpertise:StrongproficiencyinPowerBI,preferably,orTableau,withaprovenabilitytobuilddashboardsandreportsthatcommunicatemeaningfulinsightsanddriveconcretebusinessactionsratherthansimplydisplayingdata.

• IndustryKnowledge:Experienceinlogistics,supplychain,distribution,ore-commercefulfillmentisrequiredforastrongfit.Familiaritywithservicesupplychainoperationsandsparepartslogisticsisparticularlyvaluable,withsparepartsexperiencestronglypreferred.

• DataIntegrationandSystems:Experienceconnectingtoandanalyzingdatafromenterpriseresourceplanning(ERP)systemsandwarehousemanagementsystems(WMS).FamiliaritywithCRMdatastructuresandplatformssuchasHubSpot,Salesforce,orPipedriveisalsoimportant.

• AnalyticalandTechnicalSkills:WorkingknowledgeofPythonoracomparableprogramminglanguagefordataanalysis,includingexperiencewithpandasandbasicstatisticalmethods.Abilitytodeveloppredictivemodels,evaluatecustomerhealthindicators,identifytrends,andtranslatecomplexdatasetsintopracticalrecommendations.

• BusinessAcumen:Abilitytounderstandcommercialobjectives,translatebusinessquestionsintocleardatarequirements,anddevelopanalyticalsolutionsthatsupportcustomerretention,revenueexpansion,andoperationalefficiency.

• AIandAutomationMindset:InterestinapplyingAItoolsandadvancedanalyticstoimprovereporting,automaterepetitivework,andmakeinsightsmoreaccessible.AbilitytovalidateAI-generatedresultsandmaintainhighstandardsofdataintegrity.

• CommunicationandCollaboration:Strongwrittenandverbalcommunicationskills,withtheabilitytoexplainanalyticalfindingsclearlytotechnicalandnon-technicalstakeholders,includingcustomer-facingteamsandseniorexecutives.

• Customer-CentricApproach:Aproactive,customer-focusedmindsetandtheabilitytocollaboratewithAccountManagersandCustomerSuccessManagerstoensurethatanalyticsaddressrealcustomerneedsandsupportmeasurableoutcomes.

• OwnershipandAdaptability:Strongproblem-solvingskills,attentiontodetail,andtheabilitytoworkindependently,managecompetingpriorities,andcontinuouslyimproveanalyticsprocessesinachangingbusinessenvironment.

• WorkAuthorization:MusthavethecurrentandcontinuingrighttoworkintheUnitedStateswithoutrestrictionsorexpiration.

Benefits

• CompetitiveCompensation:Salaryinformationwasnotspecifiedintheprovidedjobdescription.

• RemoteWork:Fullyremoteposition,offeringflexibilityinwhereyouworkwithintheUnitedStates.

• StrategicImpact:Opportunitytodirectlyinfluencecustomerretention,revenuegrowth,andcustomersuccessthroughdata-drivendecision-making.

• TechnologyandInnovation:Hands-onexperiencewithbusinessintelligenceplatforms,predictiveanalytics,AI-poweredtools,andreportingautomation.

• Cross-FunctionalExposure:DirectcollaborationwithCustomerSuccess,AccountManagement,Operations,IT,andexecutiveleadership.

• ProfessionalGrowth:Opportunitytoexpandexpertiseincustomeranalytics,AIadoption,predictivemodeling,andtechnology-enabledbusinessoperations.