Customer Success Data Analyst

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

📋 Description

• Offer operational assistance to Customer & Partner Success by delivering data-driven insights on customer health and product utilization.

• Generate, review, execute, and distribute standardized, customized, contractual, and ad hoc reports regarding customer usage.

• Develop, construct, and sustain reports and dashboards that monitor customer health, product uptake, feature engagement, and overall participation.

• Collaborate with Customer Success, Sales Operations, Product Management, and Marketing to define and implement KPIs and health-score indicators.

• Compile and assess internal and external usage data to pinpoint adoption patterns, identify at-risk accounts, recognize expansion possibilities, and discover whitespace.

• Prepare customer-oriented reporting materials such as QBR/EBR presentations, usage summaries, and scorecards.

• Maintain an understanding of platforms and services to guarantee that reporting accurately reflects actual usage and configuration.

• Ensure the accuracy, documentation, and governance of customer and usage data within Salesforce and other internal systems.

• Assist with bulk data uploads, data cleaning, and maintenance of customer records.

• Address incoming reporting and data inquiries from Customer Success, Sales, and Product teams.

• Deliver monthly updates regarding reporting objectives, KPIs, and project progress.

• Attend industry events as necessary.

• Execute other assigned work-related tasks.

⛳️ Requirements

• Must reside in Mexico; applications from outside Mexico will not be considered.

• Over 3 years of experience in data/reporting analysis, business intelligence, or a similar analytical position.

• Ideally, experience in supporting Customer Success or Account Management.

• Capability to convert raw usage and account data into clear, actionable insights.

• Strong organizational abilities and the skill to create clear, repeatable reporting processes.

• Proficiency in reading, analyzing, and interpreting data from various systems.

• Exceptional written and verbal communication skills, including the ability to present data to non-technical audiences.

• Proficient in Microsoft Office Suite, particularly Excel.

• Skilled in internet navigation and online meeting platforms such as WebEx and Zoom.

• Ability to navigate challenging conversations surrounding data and account health.

• Competence in managing multiple priorities and self-organizing effectively.

• Strong critical thinking and independent problem-solving skills, including the ability to know when to escalate issues.

• Excellent prioritization, follow-through, attention to detail, and accuracy.

• BA/BS degree in Business, Analytics, Statistics, or a related field, or equivalent experience.

• Preferred: More than 5 years of experience in data analytics, reporting, or customer/partner support.

• Preferred: Familiarity with Salesforce, Gainsight, QuickSight, Tableau, Power BI, or Looker.

• Preferred: Knowledge or experience within HCM industries.

🏝️ Benefits

• A diverse and inclusive work environment.

• Opportunities for learning and development.

• An entrepreneurial spirit coupled with enterprise investment.

• Commitment to equal-opportunity employment.