Remote Customer Business Analyst

Summary

Join Ascend, a fast-growing SaaS company, as a Customer Business Analyst and contribute to critical business areas, including strategic account management, finance, and customer facing teams. Utilize analytical skills and tools to solve business issues, identify opportunities, and detect early signals. Create financial models, analyze customer trends, and present executive-level reporting.

Requirements

• Bachelor’s degree in Finance, Economics, Business Administration, or a related field
• 5 years of experience in pricing or financial analysis
• Strong analytical skills with proficiency in data analysis tools (e.g., Excel, SQL, Tableau)
• Excellent communication skills, with the ability to present complex data clearly
• Experience with pricing software or ERP systems is a plus
• Experience with Salesforce and other CRM solutions
• Strong attention to detail and organizational skills
• Ability to work collaboratively in a team-oriented environment

Responsibilities

• Create and maintain financial models for pricing, renewal benchmarks, and customer valuation proposals
• Assist strategic account managers in pricing decisions and various models to attain upsell, expansion, and renewal targets
• Analyze customer trends for leading indicators of churn, creating a health score and benchmarking leading performance indicators such as automation rates, processing rates, product adoption, volume usage, support usage, and statistics together with customer sentiment data
• Create executive-level reporting and work with the Chief Customer Officer to present monthly reporting
• Monitor Gross Revenue Retention (GRR) trends and achievement to plan. Analyze and propose solutions to attain plan and effect on Gross Margin goals
• Analyze pricing data, assess market trends, and collaborate with cross-functional teams to drive pricing decisions and product offerings to entice greater adoption and increased retention
• Monitor the customer health and adoption of automation and identify trends to increase (adoption) and contraction (churn). Present aggregate findings to CCO and Strategic Account Managers
• Implement scorecards for managing the quality of external services such as Human in the Loop (offshore validation services), and create a repeatable monthly reporting analysis on performance per customer, including billable time and hours
• Develop pricing models and forecasts to support business objectives, and analysis of historical contract amounts and pricing performance. Collaborate with sales, marketing, and product teams to ensure pricing aligns with business goals
• Support system updates and ensure pricing data accuracy in databases e.g. Salesforce and Maxio
• Implement automated processes and notification for volume accruals, renewal timeframes, and self-service renewals

Benefits

• Comprehensive health care benefits (100% covered for employees, 50% for dependents)
• Generous retirement plan match
• Annual Lifelong Learning Allowance to use towards learning opportunities of your choice (cooking lessons, dance lessons, language lessons, etc.)
• Flexible time off
• 10 paid holidays
• Flex Fridays during the summer and one week off between Christmas and New Year’s