Customer Data Analyst

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

📋 Description

• Collect and compile customer data from various CRM systems, project management tools, customer success platforms, support ticketing systems, and additional databases.

• Clean, validate, transform, and manage data to guarantee its accuracy, integrity, and consistency.

• Develop and sustain data pipelines and data models.

• Conduct exploratory data analysis focusing on customer behavior, service utilization, project outcomes, and levels of customer satisfaction.

• Utilize statistical techniques and data visualization methods to derive insights.

• Analyze Professional Services KPIs, including project profitability, service delivery efficiency, customer adoption, time-to-value, and customer retention.

• Identify areas for process enhancement, service optimization, and improved customer engagement.

• Design and produce regular and ad-hoc reports and dashboards.

• Present data-driven recommendations and actionable insights to stakeholders in Professional Services.

• Define reporting requirements and maintain documentation regarding data sources, methodologies, and reporting processes.

• Collaborate with Professional Services leadership to establish data-driven strategies and objectives.

• Assist project teams and consultants by providing analysis for project planning, execution, and risk mitigation.

• Identify at-risk customers and opportunities for proactive engagement.

• Contribute to enhancing data literacy within the Professional Services team.

⛳️ Requirements

• Bachelor's degree in a quantitative field such as Data Science, Statistics, Mathematics, Economics, Computer Science, or a related discipline.

• 3+ years of experience in a data analysis role, preferably in Professional Services, SaaS, or a technology-centric organization.

• Ability to collect, clean, analyze, and interpret complex datasets from diverse sources.

• Proficient in SQL, Python, Pandas, NumPy, Matplotlib, Seaborn, and data visualization tools like Tableau, Power BI, or Heavy.ai.

• Familiar with CRM systems such as Salesforce.

• Experience with customer success platforms like Gainsight or ChurnZero.

• Understanding of statistical concepts and methodologies.

• Excellent communication and presentation skills for both technical and non-technical audiences.

• Strong problem-solving and critical-thinking abilities with keen attention to detail.

• Capacity to work independently and collaboratively in a dynamic environment.

• Solid understanding of Professional Services methodologies and customer lifecycle management is advantageous.

• Background check required.

• Preferred: experience with data warehousing concepts and technologies.

• Preferred: familiarity with machine learning techniques and their business applications.

• Preferred: experience in building and maintaining data pipelines using ETL tools.

• Preferred: certifications in relevant data analysis or business intelligence tools.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with company matching.

• Flexible work hours and remote work options.

• Professional development opportunities and ongoing training.

• Generous vacation and paid time off policy.