Senior Customer Solutions Analyst

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

📋 Description

• Perform research on residential development and demographics by collaborating with local government entities, third-party data providers, and online resources.

• Create and verify enrollment forecasts, ensuring precision and timely delivery.

• Examine data inputs and outputs to ensure consistency and detect discrepancies.

• Address issues in projection generation and resolve them in partnership with internal teams.

• Keep documentation and knowledge regarding projection processes and requirements up to date.

• Investigate and resolve advanced support cases.

• Collaborate with cross-functional teams to tackle complex or escalated issues.

• Monitor and document case progress to ensure visibility and accountability.

• Act as the primary point of contact for new clients.

• Assist with new customer implementations, annual projection updates, and customer escalations.

• Simplify technical concepts for non-technical audiences.

• Clarify projection assumptions, outputs, and variances to customers and internal stakeholders.

• Communicate updates, timelines, and resolutions in a clear and transparent manner.

• Foster trust by providing a responsive and positive support experience.

• Acquire new tools, systems, and processes to adapt to the evolving needs of the team.

• Utilize feedback and insights to enhance workflows and support delivery.

• Participate in team knowledge sharing and documentation efforts.

• Identify opportunities to enhance customer experience, automate manual processes, and boost operational efficiency.

⛳️ Requirements

• 2 to 4 years of relevant and related professional experience.

• Associate's degree or equivalent, or comparable years of relevant work experience.

• Occasionally travel, up to 0-5%, for important events such as team summits, training sessions, customer meetings, and company events.

• Adhere to company on-call policies, including working outside of normal business hours as necessary.

• Excellent written and verbal communication skills.

• Strong analytical capabilities with the ability to interpret and contextualize historical and predictive data, and effectively communicate insights.

• Eager and quick learner with the capacity to adapt in a dynamic setting.

• Detail-oriented with robust problem-solving skills.

• Customer-focused mindset dedicated to delivering high-quality support.

• Experience in data analysis, forecasting, planning, research, or similar analytical processes.

• Preferred: Experience in the education sector.

• Preferred: Background in education, demography, urban planning, population studies, or related analytical disciplines.

• Familiarity with GIS, ArcGIS, Excel, or similar data analysis and mapping tools.

🏝️ Benefits

• Comprehensive insurance coverage (including medical, dental, vision, pharmacy benefits, life insurance, and AD&D).

• Flexible spending accounts and health savings accounts.

• Short-term and long-term disability coverage.

• Comprehensive 401(k) plan.

• Generous parental leave.

• Unrestricted paid time off (referred to as Discretionary Time Off - DTO).

• Wellness program, including ClassPass and Employee Assistance Program.

• Tuition reimbursement.

• Optional benefits: Pet insurance, identity theft protection, student debt repayment program, and prepaid legal coverage.