Customer Success Support Analyst

Summary

Join One Model, a rapidly growing leader in people analytics, as a Customer Success Analyst. Support our expanding customer base by assisting with data integration, analytics, and insights. Troubleshoot application and data modeling issues, coordinate with internal teams, and manage HR data ingestion and transformation needs. Communicate with customers, provide training, and support large enterprise clients on implementations and projects. Collaborate with Product and Engineering teams to improve the product and contribute to customer support process documentation. This role requires strong analytical skills, experience with HR data systems, and a collaborative spirit.

Requirements

• You're someone early in their people analytics career, though have already had some exposure to HR data systems, data transformation, and reporting
• You’re an analytical thinker with the ability to troubleshoot occasionally ambiguous and complex problems
• You have an interest in external client-facing work and enjoy supporting customers through both technical and non-technical challenges
• You have at least 2 years exposure to HR data systems including but not limited to: SAP, SuccessFactors, Workday, Taleo, Greenhouse, UltiPro, etc
• You have at least 2 years experience working in data analytics and visualization, business intelligence or HR reporting
• You’re able to manage a range of tasks and collaborate with a global team
• You’re comfortable working with ambiguity, with processes at times being designed and enabled “as you go”
• You have an intellectual curiosity and are able to work through problems as well as knowing when to ask others for help

Responsibilities

• Intake, triage, and execute tier 1 troubleshooting and reporting of One Model application and data modeling issues across a portfolio of customers
• Coordinate internally with Data and System Engineers to troubleshoot and identify data integrity, data quality, and application issues
• Support a variety of ongoing customers HR data ingestion and transformation needs through
• Communicate externally, intake, and review of new data integration and modeling requests across One Model customer base and systems, including the gathering of foundational requirements from the customer (e.g., dimension changes, new data fields, changes to data field business logic, etc.)
• One Model Data source configuration, ingestion, and transformation
• Monitor and troubleshoot basic integration, data source and load issues and requests
• Communicate with and advise customers on application functionality to best need their identified business goals
• Provide standardized customer enablement/training for new and existing customers as required
• Support large Enterprise customers on implementations and key reporting/analytics projects
• Collaborate internally with Product and Engineering teams to identify, prioritize and deliver product fixes and enhancements to customers
• Assist with creation and continued documentation of customer support processes, including but not limited to customer onboarding, custom enhancement requests, and enablement
• Support and partner with One Model Product Team on knowledge management and product documentation needs (Internal and External)
• Engage in support of broader team and One Model initiatives

Benefits

• Flexibility to work remotely, collaborating with colleagues globally
• A friendly, inclusive, and respectful workplace culture
• The opportunity to contribute significantly to a young company and team
• Generous compensation and attractive performance pay structure