Customer Analytics Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and sustain a customer health score that integrates order frequency, dispute rate, response time, fill rate satisfaction, and various other critical indicators.

• Create weekly reports on at-risk accounts, detailing specific factors contributing to score fluctuations.

• Design a churn propensity model that identifies accounts at risk of churn 30–60 days in advance.

• Automate renewal dashboards featuring win probability estimates.

• Assist with internal and customer data analysis requests to facilitate executive and board-level decision-making.

• Produce monthly insight views and reports to uncover expansion opportunities.

• Conduct market share analysis to track wallet share movements.

• Monitor service behaviors and activities by account, revealing SLA upgrade opportunities.

• Generate quarterly customer value reports for Account Managers and Customer Success Managers to utilize in customer quarterly business reviews.

• Create executive-level presentation decks for monthly and quarterly business reviews.

• Ensure seamless connections between the internal database, CRM, and BI tools (Power BI / Tableau).

• Construct and maintain dashboards that refresh automatically on a weekly basis.

• Set up automated alerts for Customer Success Managers and Account Managers when health scores exceed predetermined thresholds.

• Document data definitions and standardize reporting practices.

• Collaborate with operations and IT to address data quality issues at the source.

• Spearhead the adoption of AI in analytics and work alongside IT to implement analytic models into production.

• Deploy AI prompts and query interfaces for self-service by Account Managers and Customer Success Managers.

• Validate insights generated by AI and ensure the accuracy and quality of data for customer-facing teams.

• Cultivate subject matter expertise in new technology platforms and products.

• Report to the Vice President of Customer Operations and partner directly with customer-facing teams to assess measurable impact.

⛳️ Requirements

• 8+ years of experience as a BI Analyst, Data Analyst, or Analytics Specialist (Power BI preferred).

• Background in logistics, supply chain, distribution, or e-commerce fulfillment (experience with spare parts is highly preferred).

• Demonstrated ability to create dashboards that convey stories and prompt action, rather than mere visualizations.

• Understanding of service supply chain and spare parts logistics metrics.

• Expertise in Power BI or Tableau.

• Experience in connecting to ERP/WMS data sources.

• Proficient in Python or a similar language for analysis (e.g., pandas, basic statistics).

• Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive).

• Capability to convert business queries into data requirements.

• Strong verbal and written communication skills.

• Customer-facing and customer-centric approach.

• Must possess the current and ongoing right to work in the United States of America without restrictions or expirations.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and training.

• A collaborative and inclusive work environment.