Senior Data Analyst - Post-Sales Strategy & Operations

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About Us:

What makes the difference between a product that's engaging, compelling, and easy to use and one that's frustrating, broken, and complicated? The answer is user experience. Here at UserTesting, our mission is to help our customers create great experiences. We enable every organization to deliver the best customer experience powered by human insight. 

The Opportunity:

UserTesting is looking to bring in top talent to its Customer Success and Services Strategy and Operations team to help drive improved operations and more data-focused decision making by its customer teams. In this role, you will be focused heavily on supporting and driving strategic analyses and insights that tie to decisions around efficiency plays, business focus areas, and investment opportunities that directly support the outcome of making happy and referenceable customers. You will keep a finger on the pulse of the business, leveraging partnerships with key stakeholders, statistical models, multiple sources of data, key performance indicators, and strong communications to make data-driven decisions and enable business partners along the way. 

You will also need to create a process for fielding customer analytics requests and drive a culture of data democratization through developing dashboards, providing ongoing data education, and driving improvements to data integrity through partnerships with our technical teams. This can include both internal partners within our Customer Success and Services org in addition to any business partner across the company needing customer data to make informed decisions to drive their respective area of the business. The Strategy and Operations team treats our partners as our customers and as such delivers on an excellent experience through providing the necessary information to make our partners feel empowered is a core part of our values.

The Customer Success and Services team is comprised of our Customer Success, Renewals, Professional Services, Customer Support, Onboarding and Education, Enablement and Project Management teams. The Strategy and Operations team manages the processes, tools, insights and business planning that support their execution and strategic direction. 

What You'll Do

  • Embed yourself in the opportunities and problems being driven by our business partners and provide the necessary data-driven insights to support data-driven decisions. Some examples:
    • Partner with Customer Success and Renewals to measure customer health, the renewal pipeline, long-term retention, customer satisfaction, and account management.
    • Partner with Professional Services to focus on measuring pipeline, project delivery, customer satisfaction, and team capacity.
    • Partner with Onboarding and Education to track success of 1:Many programs, success of our self-service online portal, our paid onboarding program and overall impact to retention.
    • Partner with Customer Support to track efficiency of process through looking at ticket volume against active users.
  • Communicate analyses, results, and recommendations in ways that are accessible, relevant, and meaningful to a business audience.
  • Provide and deliver an excellent experience to both our CSS org and cross-functional business partners by responding to requests for data and leveraging your skills in SQL to pull data directly from our data warehouse and other sources.
  • Develop dashboards and other methods to enable easy access by our partners at scale to critical insights to support existing efforts.
  • Provide education and training to business partners and their teams in order to encourage and enable improved data literacy.
  • Drive ongoing improvements to the integrity of our data sources through delving into the processes that support and create the information behind the scenes, supporting the end goal of working with absolute and reliable sources of truth.

What We’re Looking For:

  • A proven track record of initiating and delivering actionable analyses and recommendations in order to drive business impact
  • Strong experience with applied SQL / data querying languages, BI / visualization tools (e.g. Tableau, Periscope), and Excel, R, Python, or other analysis tools
  • Experience with various customer management tools (Salesforce, Gainsight, ZenDesk)
  • 8+ years of work experience in analytics/data science or a directly related field - some or all of which should be in a technology environment
  • Strong communication, interpersonal, and relationship management skills
  • Strong critical reasoning skills, including understanding common pitfalls of data analysis
  • Experience working with and supporting customer teams is preferred


Why you’ll love working for UserTesting:

We’re honored to be named a 2020 Inc. Best Workplace, and named to Deloitte’s Technology Fast 500 List, among a variety of other awards. Joining UserTesting means being part of a passionate team focused on transforming the way companies learn about their users. 

Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. 

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Location

Our company located in San Francisco's neighborhood SOMA. One block away from the San Francisco Giants stadium and surrounded by bars and restaurants.

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