Unlocking the Power of Data to Revolutionize Customer Success
At blithequark, we're on a mission to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We're passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people, and we're committed to fostering a diverse and inclusive community where each individual can thrive.
About the Role
As a Customer Success Data Analyst II at blithequark, you'll be an integral part of our Customer Success Team, working closely with business partners across the company globally. Your primary focus will be on driving the Customer Success strategy by connecting data and insights to drive flawless customer onboarding, product adoption, customer experience, product expansion, and churn reduction. You'll leverage data to unlock our customers' ever-changing business outcomes while using our products, and build lifetime customer relationships.
Key Responsibilities
- Develop and map customer journey workstreams for quality definition and improvement efforts, collaborating with various organizations, including Customer Success, Sales, Training, and Product.
- Build trust and expertise through ongoing coordination with Sales, Subject Matter Experts (SMEs), Analysts, and support Digital Transformation efforts.
- Provide ARR and GRR analysis to build a compelling story with data, and act as a SME around systems, internal workflows, data sets, and available reporting.
- Translate business needs into technical requirements, and analyze and define appropriate workflows.
- Write SQL code to support data transformation into Tableau Server from SQL Server Data Warehouse, and perform testing to ensure data integrity and validation.
- Analyze business needs and make recommendations on processes and operational improvements, providing consistent support for weekly, monthly, and quarterly CS reviews.
- Aggregate and analyze data from surveys and other systems to provide data-driven analysis into utilization, consumption, and customer health reporting.
- Identify potential risk to churn by analyzing data trends and creating models, and respond to ad-hoc requests for analysis and reporting.
- Understand business objectives and automate KPIs into dashboards/scorecards, acting as a key liaison between business and technology teams.
Essential Qualifications
To succeed in this role, you'll need:
- A minimum of 5 years of industry experience in a similar data analyst position, with a proven track record of leading and sustaining data-driven improvements and decisions.
- Experience with SQL, and a strong understanding of data configuration and data objects.
- Expert knowledge of Salesforce, Excel, and other spreadsheet tools.
- A Bachelor's degree in Business/Economics/Finance, Math/Statistics, MIS, or other computational field of study (preferred).
- Demonstrated ability to perform complex SQL querying, and experience with data analysis and reporting tools like Tableau, PowerBI, or SharePoint.
Preferred Qualifications
While not essential, the following qualifications will give you a competitive edge:
- Understanding of Business Transactional Systems (such as Oracle ECDM, Siebel CRM, Salesforce).
- Experience using Gainsight, and knowledge of MDM principles and workflows (especially discerning Customer MDM).
- Familiarity with enterprise MDM tool suites such as Informatica, Oracle, etc.
- Previous work as a Customer Success Manager or in a CSM environment or Sales Renewals.
Skills and Competencies
To excel in this role, you'll need to possess:
- Proven attention to detail, with the ability to "dive deep" into data issues to find root causes that lead to quality/process improvement.
- Demonstrated ability to collaborate, listen, and influence across organizational boundaries.
- Positive, self-motivated, flexible, and persistent, with good interpersonal skills.
- Ability to lead teams focused on data quality improvement efforts.
Career Growth Opportunities and Learning Benefits
At blithequark, we're committed to fostering the growth and success of our employees. As a Customer Success Data Analyst II, you'll have the opportunity to:
- Develop your skills in data analysis, reporting, and visualization.
- Collaborate with cross-functional teams to drive business outcomes.
- Stay up-to-date with industry trends and best practices in customer success and data analysis.
- Take on additional responsibilities and contribute to the development of our Customer Success strategy.
Work Environment and Company Culture
blithequark is a hybrid company, with employees within 30 commutable miles of an office required to work from the office a minimum of 30 business days per quarter. We're committed to fostering a diverse and inclusive community, and we prioritize a culture that encourages people to be authentic, prioritize diversity and inclusion, and foster employees' growth and success.
Compensation, Perks, and Benefits
The annual U.S. base pay range for this position is $89,220 - $133,830. In addition to competitive compensation, you'll be eligible for incentive compensation, bonus, restricted stock units, and benefits. We offer a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off. You can learn more about our benefits here.
Join Our Team
If you're a motivated and experienced data analyst looking to drive business outcomes through data-driven insights, we want to hear from you! At blithequark, we're committed to fostering a diverse and inclusive community, and we're excited to welcome talented individuals from all backgrounds to our team. Apply now to become a part of our Customer Success Team and start driving customer success through data-driven insights.
blithequark is an equal employment opportunity employer, and we're committed to providing a workplace that's free from discrimination and harassment. We welcome candidates from diverse backgrounds and perspectives, and we're excited to learn more about your experiences and qualifications.
Apply Now