Customer Experience Analyst

The Client Experience Analyst’s job is to is to analyze quantitative and qualitative data and create value-added business insights for our clients, supporting the Client Success team.

Tasks and Responsibilities:

• Monthly/Quarterly Client Activities (client dependent)
• Analyze client feedback data for each of your clients
• Deliver the insights to CSM for that client
• Prepare and support the CSM in delivering the insights to their clients
• Every year provide a more detailed “quantification of value” analysis for every client. This analysis may combine client feedback data with other data provided by the client (revenue, profit, pipeline, etc.). The objective is to prove the value of our services to the client and justify renewal/retention of the client
• Develop and maintain “insights” standards and best practices to facilitate scale over time
• Automate analysis and insight creation where possible. Advise on requirements for new insights analysis tools within the Client Feedback Tool platform to bring additional automation
• Produce (1) client case study every month based on one of the insights created (to be used by marketing and sales)
• Celebrate our clients’ successes with them - Remind them of where we have attributed to the success of their measurable goals
• Follow best practices and proven processes for consistent, repeatable results
• Manage your time to meet deadlines and deliverables per our project management system
• Input all notes and activities into HubSpot-DAILY
• Log time spent working on client activities (timesheets) DAILY
• Organize and manage your projects, tracking tasks and deliverables to completion
• Attend meetings (internal and external) on time and with full attention.
• Connect clients to each other, to Client Savvy specialists, and to partners when appropriate
• Seek to become an expert on Client Experience (reading, research, conversations, networking)
• Provide Monthly status updates on all clients & projects. This should also be updated in PSOHub. (provide weekly update on client deliverables for that week)
• Prompt CSMs of any value-added opportunities you encounter when analyzing data
• Provide backup support to the Client Success and Application Support teams as needed
• Share Client Savvy content to clients and social networks
• Always keep Outlook calendar schedule current

Support the Client Savvy Team:

· Contribute to the Client Success Knowledge base (Most should be populated in HelpScout)

• Contribute to our CX efforts, be proactive in identifying ways for our team to improve
• Seek efficiencies in everyday interactions while maintaining process and quality control
• Provide feedback to improve usability of the Client Feedback tool. Advise our product team on ways to make analysis, data management, and insight generation easier and more automatic.
• Actively seek out internal expertise and knowledge sharing from colleagues
• Apply our core values with intention daily
• Participate in Client Savvy strategic efforts
• Remain a source of consistent and positive outlook for our team and our clients

Support the Growth of CX as a Common Business Practice:

· Invite all clients to join our CX communities (CXps, CXMP, etc.)

• Increase awareness of what others are doing

Required Skills:

· Analytics background

· Data management and transformation

· Business Intelligence platform (e.g., PowerBI, Tableau)

· Excel & Powerpoint

· Excellent professional writing

· Ability to tell a data story in a clear compelling manner, combining writing, visuals, and presentation capabilities to make insights easy to read, understand, and act on

· Understanding of business fundamentals and metrics

Desired Skills:

· MS-SQL

· Using data API’s

· Python, R, and/or a scripting language

Compensation Plan:

The purpose of this plan is to create the optimum environment, processes, and metrics for achieving success and retention.

Plan elements include changes to staffing levels, roles, physical and logical organization, metrics, accountability, compensation and goals.

Total annual compensation $75k - $100k

Job Type: Full-time

Pay: $65,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Experience:

• Microsoft Powerpoint: 1 year (Required)
• Business intelligence: 1 year (Required)

Ability to Relocate:

• Cary, NC 27511: Relocate before starting work (Required)

Work Location: Hybrid remote in Cary, NC 27511

Salary : $65,000 - $90,000