Senior Analyst, Customer Success

| Seattle
The Role
We’re looking for a curious and passionate Sr. Analyst, Customer Success who is driven to unlock the story behind the data. An essential partner to the Customer Success team at Outreach, you provide trusted and timely insights that drive team productivity, revenue expansions, and customer retention. Your skills include the technical ability to pull and stage data from multiple systems, the statistical chops to interpret data in a meaningful way, the business acumen to analyze that data to pull out key findings, and the storytelling skills to communicate the results of your analysis in a way that business partners can consume and take action on.

Your Daily Adventures Will Include

  • Driving the strategy, design, and implementation of reporting and analytics solutions that enable end-to-end customer management cycle
  • Continually evaluating, developing and implementing new, meaningful methods for data analysis to inform the customer success organization about customer retention, renewals, expansion
  • Leading deep dive analysis of product adoption trends and surface key insights to guide customer engagement opportunities
  • Identifying and implementing process and information delivery improvement opportunities to provide customer success management with more relevant, timely and accurate reporting of metrics and KPIs
  • Leading conversations around definition and governance of KPIs for Outreach
  • Owning the design, development, and maintenance of ongoing dashboards and their underlying data sets
  • Confidently presenting outcome of analysis and recommendations to executives and team leaders
  • Providing predictive forecasting of future performance, using sound statistical models
  • Growing our best practices around reporting quality, data hygiene, and data governance
  • Providing leadership and mentoring within the analytics community at Outreach

Basic Qualifications

  • 8+ years professional experience
  • 3+ years analytics experience enabling sales team
  • BS degree in a quantitative discipline
  • Experience doing analysis with sales pipeline
  • Extensive experience in designing and managing A/B tests within a product environment
  • Demonstrated examples of surfacing key insights and/or predictive forecasting models that subsequently drove business changes with measurable lift in performance
  • Experience with enabling self-serve analytics and coaching stakeholders on data literacy fundamentals
  • Fluency in common statistical analysis methods
  • Advanced SQL skills
  • Experience with multiple reporting suites, such as Domo, PowerBI or Tableau
  • Consummate storyteller; experience translating findings into compelling recommendations, polished deliverables, and actionable programs
  • Strong business acumen with depth to relate commercial business strategy to analytics asks
  • Ability to communicate complex concepts in a clear and concise manner to audiences from staff to senior executive level

Preferred Qualifications

  • Experience delivering prescriptive and predictive analysis
  • Experience writing SAS, R or Python for data analytics
  • Prior experience with Salesforce
  • Advanced degree in a quantitative discipline
  • Familiarity with data warehousing architecture and processes

Why You’ll Love It Here
• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen

Read Full Job Description

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Outreach offers amazing groups such as OWN (Outreach Women's Network), Gals & Sals, and a Diversity & Inclusion committee that offer networking and development opportunities, and host fun events.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity manifesto
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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