Customer Data Analyst
VelocityEHS is currently looking for a Customer Data Analyst to join its Customer Care group. VelocityEHS Customer Care supports thousands of clients by providing technical and general customer support, comprehensive product training, system implementation assistance, and ongoing contact programs to maintain our industry-leading customer retention rate.
The Customer Data Analyst will be responsible for generating reports and presentations, assessing current customer’s behavior and needs, and drawing conclusions of actionable insights from survey data, client usage reports, and CRM reports. The ideal candidate will be customer-centric, detail oriented and have strong data manipulation abilities, preferably with prior experience in cohort and predictive analytics in a SaaS environment.
The VelocityEHS work environment is dynamic, innovative and entrepreneurial. We have a results-oriented culture that demands intelligence, teamwork and follow-through. If you have these qualities and are a self-starter with creativity and a strong work ethic then this is the job for you - check out the details below and apply now.
PRIMARY DUTIES AND RESPONSIBILITIES INCLUDE BUT ARENT LIMITED TO:
· Collect and interpret customer data from a variety of sources, analyze results using statistical techniques and provide ongoing reports
· Identify, analyze and interpret trends or patterns in complex data sets
· Locate and define new process improvement opportunities, present findings, and make recommendations to management
· Ownership of departmental KPI reporting, Customer Usage reporting and other ad-hoc reporting needs related to customer experience data
· Provide assistance with existing customer data reports, survey program and NPS program as needed
REQUIRED SKILLS/QUALIFICATIONS/WORKING CONDITIONS:
Minimum Skills & Qualifications
· Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.
· Excellent written and oral communication skills and ability to communicate at all levels within the organization; strong interpersonal communication and presentation skills.
· Strong organizational and project management skills with attention to detail.
· Experience with data analysis and visualization, preferably in the context of contact centers, or customer satisfaction data
· Experience with statistical concepts and applications
· Demonstrated ability to meet deadlines, even in a demanding and changing environment
· Must have proficiency with various software applications, including email messaging applications, Salesforce.com, MS Office, with an emphasis on Excel (Advanced skills preferred) and Access.
Preferred Skills & Qualifications
· Experience managing CSAT or NPS tracking programs
· 1+ years of experience programming surveys in a software platform such as Clicktools, Qualtrics, Voxco, ConfirmIt, or Survey Monkey
· Experience with questionnaire design
· Exposure to Adoption Marketing and integration with Customer Success initiatives
· Preferred experience working in SaaS
COMPANY DESCRIPTION:
At VelocityEHS (formerly MSDSonline) we’re all about helping companies around the world promote a safer work environment for their employees. We develop innovative on-demand (cloud-computing technology) safety and compliance management solutions that enable our customers, environmental health and safety (EHS) professionals in a wide range of industries, to work faster and more cost-effectively in administering their overall safety compliance programs.
Headquartered in the heart of downtown Chicago, VelocityEHS is much more than just a place to work. VelocityEHS has cultivated a unique environment where success is both a journey and an everyday occurrence. We work hard and play hard because we love what we do. We place a high value on teamwork, and at the same time, look for individuals who are self-motivated and willing to take risk to help the company advance.
VelocityEHS offers many benefits, including: paid time off, health/dental insurance, 401(K) plan, casual dress, transit benefit program and more. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability. We welcome and encourage diversity in the workplace.