Analytics Services Manager - Customer Success

Summary

Join Invoca as Analytics Services Manager and create meaningful insights for customers, working with large data sets, transforming data, mining for insights, and presenting compelling customer presentations.

Requirements

• Bachelor’s degree or equivalent related work experience
• Certifications in Analytics or Data Science
• 2+ years of experience working as a Customer Success Manager, Marketing Analytics, Insights Manager or in an analytical Professional Services position
• Strong skills in Excel Google Sheets & Google Slides
• Experience taking large data sets, mining for insights and then presenting insights in a non technical way to customers
• Experience managing multiple customer projects at one time and excellent time management skills
• Experience working with cross-departmental teams within a SaaS organization
• Advanced presentation skills that demonstrate technical proficiency, digital marketing knowledge, and good interpersonal skills
• Ability to assess customer requirements, identify business problems, and demonstrate proposed solutions to customers

Responsibilities

• Draw on strong analytics knowledge to organize large data sets and create meaningful insight driven presentations for Invoca customers
• Complete analysis for customers, and provide them with quantifiable insights and recommendations to help improve their business issues and goals
• Create visualization of data and trends
• Data extraction, transformation, and model building
• Provide support for customer-facing review meetings or enable CSMs to present phone call analytics data in Invoca’s proprietary dashboards
• Complete reporting requests for customers, including but not limited to Scoping out and completing new or custom reports for CSMs to present in executive business review meetings (EBR)
• Identifying interesting insights and trends in reporting
• Complete data audits to evaluate platform efficiencies and reporting accuracy of the phone call analytics being delivered to our customers
• Listening to random samples of phone call recordings to manually detect key performance indicators present in conversations, and compare the results against Invoca’s automated AI models

Benefits

• Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees
• 16 paid holidays
• 10 days of Compassionate Leave
• Days of volunteer time, and more
• Healthcare - Invoca offers a healthcare program that includes medical, dental, and vision coverage
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%
• Stock options - All employees are invited to ownership in Invoca through stock options
• Employee Assistance Program - Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program
• Paid Family Leave - Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members
• Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs
• Sabbatical - We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service
• Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more