Senior Strategy Analyst - Customer Success

| Seattle
Position Summary
This role works with internal stakeholders across Customer Success and our business partners (Product, Engineering, Marketing, BI, and Finance) to understand business needs and help synthesize problem statements. You will deliver deep analyses that extract key insights from data and provide recommendations for strategic, product/engineering bugs and escalation priority, and operational improvements for customer success. In addition, this role will help define success and value realization measurement, create ad-hoc analysis, and influence dashboard design with the Business Intelligence team in order to drive business decisions. This role requires strong communication to gather requirements and present results in an engaging and understandable format.
This position is an Individual Contributor and reports to the Customer Success Insights Leader.

The ideal candidate must:

  • Have experience working through complex business problems and partnering with internal clients using a consultative approach
  • Be comfortable working with ambiguity and have the ability to define and solve problems by using available data and making reasonable assumptions
  • Have excellent communication and relationship building skills from stakeholders up to executive level
  • Ability to leverage data and models for creating impactful change

Responsibilities

  • High level understanding in the business of customer success in order to provide guidance on relevant analyses and initiative priorities.
  • Support and influence business decisions with data and timely & insightful analyses 
  • Apply analytical techniques including data mining and statistical modeling to design and implement models and algorithms to solve for Customer Success and Post Sales experience needs. 
  • Structure work, frame issues, and produce analyses that answer complex business questions in a pragmatic approach
  • Communicate analysis findings and recommendations both strategic and tactical to colleagues, stakeholders, and Customer Success leadership in a clear, concise, and influential manner
  • Be able to navigate large scale and complex data sources from converting raw data into meaningful and actionable insights to gathering qualitative information from stakeholders
  • Make intelligent tradeoffs between information available and provide innovative solutions to customers even in situations where all the desired data may or may not be available
  • Collaborate & partner with the Business Intelligence team, ensuring that data integrity, reporting and analyses progress symbiotically
  • Deliver and refresh standardized reports on a weekly basis for new initiatives and programs to measure success against goals.

Basic Qualifications

  • BS/Masters in quantitative related fields such as economics, statistic, finance, engineering, or computer science
  • 3-5+ years experience analyzing data and using data to drive insights and decision-making, ideally in SaaS industry
  • Strong verbal and written communication skills with proven ability to work with business stakeholders
  • Ability to easily transition from working at a detailed data level to presenting high level findings to management.
  • Solid understanding of statistics and probability concepts
  • Fluency in using SQL for data transformation and analysis on data sets with 10 Million+ records
  • Fluency with using enterprise business intelligence and reporting solutions (e.g. Tableau, PowerBI)
  • Customer focus - an ability to identify opportunities for business optimization through customer insights and the aptitude to turn these into viable products

Preferred Qualifications

  • Experience with data science tools, such as R or Python, and data science concepts and processes 
  • Experience in management consulting, business strategy, or planning
  • Solid presentation skills for management and executive consumption

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

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

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer 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.

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
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $15000 monthly maximum payout.
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.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
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
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Acme Co.'s pet policy is dog friendly daily.
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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