Data Analyst

The Merchant Success Department is seeking a detail-oriented Data Analyst to support our mission of enhancing customer satisfaction and retention.

The Data Analyst will work closely with the Customer Success team to provide insights into customer behavior, identify trends, and drive data-informed strategies that improve the overall customer experience.

Responsibilities:

●       Data Collection and Management:

     Collect and organize customer data from various sources, including CRM systems, customer feedback platforms, and transactional databases.

     Ensure all data in the CRM is up-to-date, accurate, and reflective of current customer interactions and status.

      Develop and maintain data pipelines to ensure data quality, consistency, and accessibility for analysis.

●       Data Analysis and Insights:

      Analyze customer data to identify trends, patterns, and key drivers of customer satisfaction and retention.

      Develop predictive models and customer segmentation strategies to inform customer success initiatives.

      Create and maintain dashboards and reports to communicate insights and performance metrics to the Customer Success team and other stakeholders.

●       Collaboration and Support:

      Work closely with Customer Success Managers to identify areas for improvement and develop data-driven strategies to enhance the customer experience.

       Provide training and support to the Customer Success team on data analysis tools and methodologies.

       Collaborate with other departments, such as Sales, Marketing, and Product, to ensure alignment on customer success strategies and initiatives.

●       Process Improvement:

       Continuously evaluate and improve data processes and systems to enhance efficiency and effectiveness.

      Identify opportunities for automation and optimization within the data analysis workflow.

•    Bachelor’s degree in Data Science, Business Analytics, Statistics, Engineering , or a related field.
•   2-4 years of experience as a Data Analyst, preferably within a customer success, customer service, or related environment.
•    Experience with data visualization tools such as Tableau, Power BI, or similar platforms.
•    Proficiency in programming languages such as SQL, Python, or R for data manipulation and analysis.
•   Familiarity with CRM systems (e.g., Salesforce) and customer feedback tools.
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets and translate them into actionable insights.
• Excellent communication and presentation skills, with the ability to convey data insights to non-technical audiences.
•   Strong organizational skills and the ability to manage multiple projects simultaneously.

Preferred Skills:

●       Experience with machine learning techniques and predictive modeling.

●       Knowledge of customer success metrics and best practices.

●       Understanding of customer journey mapping and experience in improving customer engagement.