Strategic Account Data Analyst

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

📋 Description

• Oversee service levels, client satisfaction, and activities to proactively detect issues or opportunities.

• Create and manage intricate reports and dashboards utilizing Excel, Power BI, Salesforce, and internal systems.

• Identify data quality concerns, suggest corrective measures, and ensure data integrity.

• Collaborate with cross-functional teams to support new solutions and offer technical assistance.

• Prepare and deliver analytical insights for Quarterly Business Reviews and analyses specific to clients.

• Work closely with development and project teams in a dynamic environment.

• Manage data integration solutions, encompassing efficient extraction, transformation, and loading of data.

• Build and foster relationships with account representatives at all levels.

• Conduct root cause analysis on contact drivers to prioritize optimization opportunities.

• Develop and maintain client-specific Standard Operating Procedures (SOPs), process documentation, and workflows.

• Escalate operational and technical issues to address billing, technology, or operational challenges.

• Test product enhancements or features for successful implementation.

• Partner with Directors to enhance relationships and promote client success.

• Conduct research and analysis for both internal and external stakeholders.

• Ensure timely resolution and closure of service tickets.

• Verify billing accuracy, identify discrepancies, and recommend invoicing solutions.

• Track and report trends for regular account evaluations.

• Keep client fact sheets current and relevant.

• Collect customer feedback and propose enhancements for products and services.

• Provide training and create job aids.

• Address and resolve customer escalations promptly.

• Perform additional duties as assigned by management.

⛳️ Requirements

• High School diploma or GED equivalent is required.

• 4+ years of experience in customer support, data analytics, or a related field.

• 2-4 years of experience in an analytics/reporting role.

• Demonstrated expertise in data analysis, reporting, and customer success.

• Strong proficiency in MS Excel, MS Teams, and Salesforce CRM.

• Experience with Business Intelligence (BI) tools is a plus.

• Exceptional written and verbal communication skills, with the ability to present complex data clearly.

• Ability to work effectively in a cross-functional team environment while adapting to rapid changes and multiple priorities.

• Excellent organizational skills with the ability to manage several projects simultaneously and prioritize tasks.

• Must reside in the United States.

• Willingness to travel occasionally, including visits to customer sites.

🏝️ Benefits

• Opportunity to work remotely with occasional business travel.

• Medical, Vision, Dental, and supplementary benefit plans.

• 401k with an employer match.

• Employee Stock Purchase Plan (ESPP).

• Competitive and flexible Paid Time Off (PTO).

• 9 paid company holidays.

• Access to technology and growth opportunities.

• Supportive leaders who are invested in your success!