EBSCO
Customer Success Data Analyst
EBSCO, Birmingham, Alabama, United States, 35275
Headquartered in Birmingham, Alabama, Moultrie Mobile (www.moultriemobile.com) is a rapidly scaling software and cellular camera platform used by hunters, property owners, jobsite managers, and others for real-time remote monitoring. We take pride in developing deep user understanding, obsess about the details, and go the extra mile to show our users we love them. Moultrie is first and foremost customer driven - hardware, software, marketing, and customer success teams collaborate to deliver a quality user experience. Moultrie Mobile is a division of PRADCO Outdoor Brands, a leader in producing game calls, scents, attractants, game feeders, game cameras, tree stands and fishing lures. PRADCO has been in business since 1894, and we offer the stability and benefits of a firmly established corporation while operating as a growth-focused team with the entrepreneurial spirit of a startup.
We are guided by the following principles: We put the customer first.; We are curious and seek to learn.; We take ownership.; We are grounded.; We win as a team.; We are builders working with relentless energy, urgency, passion, and drive.; We innovate, experiment, and take risks.
We are seeking a Customer Success Data Analyst with expertise in Zendesk administration and a preference for candidates who have experience with Tableau. In this role, you will play a critical part in driving customer success by leveraging data to optimize support processes, improve customer experience, and provide actionable insights for continuous improvement. The ideal candidate will have a strong analytical mindset, experience in managing Zendesk as an admin, and the ability to create impactful visualizations in Tableau to communicate data-driven insights. *Not offering sponsorhips at this time.
Duties and Responsibilities
Data Analysis and Reporting:
Collect, analyze, and interpret customer success data to identify trends, patterns, and insights that drive decision-making.Monitor key customer support KPIs such as first response time, resolution time, customer satisfaction, and ticket volume trends.Recommend proactive customer engagement strategies based on metric trends.Develop and maintain reporting dashboards in Tableau to present insights clearly to stakeholders.Collaborate with Customer Success Supervisors to create and present quarterly business reviews using data to showcase performance and identify opportunities for improvement.Zendesk Administration:
Act as the primary Zendesk administrator, responsible for configuring and maintaining the platform.Manage user roles, permissions, automations, workflows, and integrations to ensure smooth operation of the customer support system.Implement Zendesk best practices, troubleshoot issues, and provide technical support for the Customer Success team.Create custom dashboards, reports, and filters within Zendesk Explore to provide insights into key performance metrics (KPIs).Work with AI, Training and QA teams to customize ticketing workflows and customer communication templates.Customer Success Optimization:
Leverage customer support data to recommend process improvements, automate workflows, and improve operational efficienc.Provide data support for Sustaining Engineering team to prioritize customer issues and feedback for root cause resolutionProvide data support for strategic initiatives aimed at improving overall customer experience and retention.Education and Experience
Required:
Bachelor's degree in Data Analytics, Business, Information Systems, or a related field.Minimum 3 years of experience in data analysis and Zendesk administration.Proficiency in Zendesk architecture, system development, and Explore.Strong SQL skills for querying databases and pulling necessary data for analysis.Experience in managing customer data platforms and working with support ticketing systems.Preferred:
Experience with Tableau to create detailed reports and dashboards.Understanding of customer success strategies and the ability to interpret customer support metrics.Skills:
Strong analytical and problem-solving skills with attention to detail.Excellent verbal and written communication skills.Ability to manage multiple projects and prioritize tasks in a fast-paced environment.Self-starter with the ability to work both independently and as part of a team.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.
We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.
We are guided by the following principles: We put the customer first.; We are curious and seek to learn.; We take ownership.; We are grounded.; We win as a team.; We are builders working with relentless energy, urgency, passion, and drive.; We innovate, experiment, and take risks.
We are seeking a Customer Success Data Analyst with expertise in Zendesk administration and a preference for candidates who have experience with Tableau. In this role, you will play a critical part in driving customer success by leveraging data to optimize support processes, improve customer experience, and provide actionable insights for continuous improvement. The ideal candidate will have a strong analytical mindset, experience in managing Zendesk as an admin, and the ability to create impactful visualizations in Tableau to communicate data-driven insights. *Not offering sponsorhips at this time.
Duties and Responsibilities
Data Analysis and Reporting:
Collect, analyze, and interpret customer success data to identify trends, patterns, and insights that drive decision-making.Monitor key customer support KPIs such as first response time, resolution time, customer satisfaction, and ticket volume trends.Recommend proactive customer engagement strategies based on metric trends.Develop and maintain reporting dashboards in Tableau to present insights clearly to stakeholders.Collaborate with Customer Success Supervisors to create and present quarterly business reviews using data to showcase performance and identify opportunities for improvement.Zendesk Administration:
Act as the primary Zendesk administrator, responsible for configuring and maintaining the platform.Manage user roles, permissions, automations, workflows, and integrations to ensure smooth operation of the customer support system.Implement Zendesk best practices, troubleshoot issues, and provide technical support for the Customer Success team.Create custom dashboards, reports, and filters within Zendesk Explore to provide insights into key performance metrics (KPIs).Work with AI, Training and QA teams to customize ticketing workflows and customer communication templates.Customer Success Optimization:
Leverage customer support data to recommend process improvements, automate workflows, and improve operational efficienc.Provide data support for Sustaining Engineering team to prioritize customer issues and feedback for root cause resolutionProvide data support for strategic initiatives aimed at improving overall customer experience and retention.Education and Experience
Required:
Bachelor's degree in Data Analytics, Business, Information Systems, or a related field.Minimum 3 years of experience in data analysis and Zendesk administration.Proficiency in Zendesk architecture, system development, and Explore.Strong SQL skills for querying databases and pulling necessary data for analysis.Experience in managing customer data platforms and working with support ticketing systems.Preferred:
Experience with Tableau to create detailed reports and dashboards.Understanding of customer success strategies and the ability to interpret customer support metrics.Skills:
Strong analytical and problem-solving skills with attention to detail.Excellent verbal and written communication skills.Ability to manage multiple projects and prioritize tasks in a fast-paced environment.Self-starter with the ability to work both independently and as part of a team.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.
We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.