Senior Customer Data Analyst

Summary

Join Versapay's Analytics team as a Senior Customer Data Analyst and empower customer-facing teams with data-driven insights. You will analyze customer touchpoints, identify areas for improvement, and optimize support processes to enhance customer experience and retention. Leveraging your expertise in data analysis, you will generate actionable recommendations and insights, build predictive models, and create dashboards to track key performance indicators. This role requires strong collaboration with cross-functional teams, excellent communication skills, and a proven ability to translate complex data into strategic recommendations. You will report to the VP of Analytics and contribute to a data-obsessed culture focused on customer success.

Requirements

• Possess a Degree in a quantitative field and 5+ years of proven experience leveraging data to drive impactful business decisions, ideally within a customer analytics or support operations context
• Demonstrate the ability to partner with and influence cross-functional customer-facing teams (Customer Success, Customer Care, Professional Services) by translating complex data into insights that drive customer satisfaction, retention, and lifetime value
• Demonstrate knowledge of statistical methods, techniques, formulas, and tests, experience developing predictive models and forecasting customer behavior
• Possess Advanced SQL skills, proficiency with Python/R, and experience with BI tools (e.g. Tableau/Power BI)
• Possess a "Builder" Mentality: An ability to thrive in fast-paced environments with a track record of defining and executing high-impact initiatives. A desire to solve complex problems and find creative solutions
• Possess strong business acumen with a proven ability to translate complex data analysis into strategic recommendations. Be adept at identifying key customer drivers, uncovering opportunities for customer experience improvement, and influencing decision-making through clear, compelling communication
• Be assertive with humility – able to communicate both persuasively and positively. Maintain high standards for verbal and written communication. Demonstrate the ability to present complex ideas to technical and non-technical audiences
• Possess a high degree of integrity, the relentless pursuit of truth, and an ability to inspire change in the customer experience

Responsibilities

• Become an expert in Versapay's customer lifecycle, target customer segments, and customer support landscape. Immerse yourself in the world of our customers and understand their needs, pain points, and engagement journey
• Generate recommendations and insights from comprehensive analysis of customer success behaviors, support interactions, customer satisfaction scores, and churn data. Identify trends, opportunities, and areas for improvement. Leverage churn prediction and success propensity to empower the Customer Success and Support teams
• Create and maintain frameworks for evaluating customer success initiatives. Design dashboards and reports that track key support and success KPIs, such as churn rate, CSAT, support ticket resolution time, and customer lifetime value, allowing stakeholders to make informed decisions based on data
• Deeply understand the performance and efficiency of our customer support channels (e.g., phone, email, chat) to optimize staffing, improve response times, and maximize customer satisfaction
• Collaborate with Customer Success, Customer Care, and Professional Services teams to ensure accurate data collection and tracking across all customer touchpoints. Work with these teams to define and implement tracking for customer interactions, support requests, and product usage
• Map and analyze the customer journey across multiple touchpoints to identify key engagement drivers, friction points, and opportunities for personalized messaging and support
• Engage with Customer Success, Customer Care, and Professional Services leadership to develop a cohesive vision, roadmap, and prioritization framework for customer experience improvement. Create measurement frameworks, including metrics, dashboards, and visualizations, that help measure the effectiveness and impact of customer-focused efforts

Preferred Qualifications

Familiarity with CRM systems and customer support platforms

Benefits

#LI-Remote