Customer Success Data Analyst

E25-084

Business Centre "Labirint" 5th Floor Liulin 10 District, Sofia, Sofia,

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Technical Support

Full-Time/Regular

Job Purpose:

We are looking for a new colleague who can provide back-office assistance for our Customer Success team. This team is focused on helping our customers to be successful with the solutions they have bought from us so they reach their expected business goals. This is done by, for example, doing reactive work when a customer escalates issues they may have in production or proactive work in giving them best-practice advice to get the most out of their investment.

With growing responsibilities in the number of customers to work with, we see a need for someone to assist them with daily tasks and, more importantly, develop new ways to enhance our service.

Here are the key areas:

• Maintain, manage, and structure the business data (KYC, wiki, documents, webpages, knowledge base articles) and processes the team gathers and develops.
• Research customer accounts, run reports, and create summaries for the team to use when engaging with new contacts.
• Explore ways to automate or consolidate manual tasks.
• Drive internal projects to scope, analyse, maintain governance, and create reporting based on data in our CRM system (Salesforce) with tools like Excel, Power Query, VBA, and Power BI.

This is not a customer-facing position; however, you are required to coordinate with the team and other departments across our company in your line of work and our corporate language is English.

Key Responsibilities:

• Assist with the development of new projects planned as part of the data analysis
• Extraction, transformation, and cleansing of data
• Analysis of large and complex datasets
• Create reports and dashboards
• Managing new data integrations

• Monitor key data in CRM, ensuring quality is maintained, collaborating with other departments
• Act as the first point of contact for data queries and conducting investigations
• Report generation, delivering results in various formats
• Document procedures and processes, within and outside the team
• Locate and define process improvement opportunities
• Maintain and consolidate online resources
• Work with Customer Success leadership to deliver special projects as required

• Close cooperation with management to prioritize business needs

Qualifications:

• Excellent written and verbal communication skills in English
• Prior relevant experience in working in a data analyst and administration role (minimum 2 years)
• Proficient in Microsoft Office Suite with emphasis on Excel (formulas, pivot tables, Power Query, macros) and Microsoft Power BI
• Experience with CRM system Salesforce in terms of data structure and creating reports/dashboards
• Motivated to help others
• Exposure to the business model of a software company and service deliveries
  (development, sales, presales, consulting, support and customer success)
• Degree in Mathematics, Economics, Computer Science, Information Management, Information Technology, Statistics or related

Extras:

• Fluent in multiple languages a plus (German, French, Spanish)

Other Responsibilities:

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Key Performance Indicators:

Skills and Knowledge Required:

• Uphold key values – responsiveness, reliability, accuracy, professionalism
• Rigorous attention to details
• Strong analytical and numerical skills
• Excellent interpersonal and communication skills
• Independent and able to deliver under pressure and tight schedules
• Proactive and highly organized – being able to manage own workload and meet deadlines
• Team player

Working Conditions

Work is performed in a normal office setting with minimal exposure to health or safety hazards. Substantial time is spent working on a computer.

Travel Requirements:

A few days per year