Analytics Manager San Francisco, USA

Company: Tbwa Chiat/Day Inc
Location: San Francisco
Posted on: November 16, 2024

Job Description:

Postman is the world's leading API collaboration platform, used by more than 35 million developers and 500,000 organizations, including 98% of the Fortune 500. Postman is helping developers and professionals across the globe build the API-first world by simplifying each step of the API lifecycle and streamlining collaboration-enabling users to create better APIs, faster.We are looking for a detail-oriented and data-driven CX&S Operations Data Analyst to support the Customer Experience and Services team in making informed, data-backed decisions. This role will be instrumental in driving data-driven insights and strategies to enhance customer satisfaction, reduce churn, and improve the overall customer experience. You will work cross-functionally to deliver impactful analytics and reporting, develop predictive models, and support business decisions that increase customer retention and optimize operational efficiency.Key Responsibilities:

• Data Collection & Analysis: Collect, analyze and interpret data from various systems, including Salesforce, Gainsight, and product usage data. Identify trends, patterns, and actionable insights to inform decision-making.
• Customer Journey Mapping: Develop and maintain detailed customer journey maps to visualize touchpoints and interactions, identifying pain points and areas for improvement.
• Performance Metrics: Define, track, and report on key performance indicators (KPIs) related to Customer Experience & Services, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Retention.
• Reporting & Dashboards: Design, build, and maintain dashboards and reports that provide real-time visibility into customer success metrics, such as churn rates, renewal rates, NPS, customer health, and engagement. Ensure leadership and CSMs have easy access to actionable insights.
• Recommendation Development: Generate data-driven recommendations and action plans to enhance customer experience, which may include process improvements, product enhancements, and communication strategies.
• Incentive Planning: Analyze and manage data related to incentive programs, including commissions, SPIFFs, and performance-based rewards.
• Forecasting & Predictive Analytics: Use historical data and predictive modeling to forecast customer behavior, renewals, and churn risk. Help identify opportunities to drive customer expansion and reduce churn.
• Process Optimization: Collaborate with cross-functional leaders to optimize processes based on data insights. Help streamline workflows, improve efficiency, and enhance customer engagement strategies.
• Cross-Functional Collaboration: Work closely with teams across Product, Sales, Marketing, and Finance to ensure alignment on key metrics and support company-wide initiatives related to customer success. Provide data that supports cross-functional efforts like product improvements or targeted marketing campaigns.
• Customer Segmentation: Assist in the segmentation of customers based on data insights, helping tailor engagement strategies, support levels, and resource allocation based on customer size, industry, or lifecycle stage.
• Ad-Hoc Analysis: Perform deep-dive analyses to answer critical business questions and provide leadership with insights that drive strategic decisions.
• Strategic Planning: Collaborate with leadership on the strategic roadmap for Customer Success operations, identifying opportunities for innovation, growth, and improved customer outcomes.Qualifications:
  • Experience: 5+ years of experience in a data analytics role, preferably within Customer Success, Operations, or a SaaS/technology company.
  • Skills:
    • Strong proficiency in data analysis tools (e.g., SQL, Excel, Python, R) and data visualization platforms (e.g., Tableau, Looker, Power BI).
    • Proven experience in data analysis and interpretation, with a strong proficiency in data analytics tools and techniques.
    • Knowledge of data management, ETL processes, and working with large datasets.
    • Ability to translate complex data into clear insights and recommendations.
    • Strong communication skills to present data findings to both technical and non-technical stakeholders.
    • Excellent problem-solving skills, with a keen eye for detail and accuracy.
    • A customer-centric mindset and a passion for delivering outstanding customer experiences.
    • Strong project management skills to drive initiatives from concept to implementation.
    • Education: Bachelor's degree in Data Science, Statistics, Mathematics, Economics, or a related field. Advanced degree is a plus.
    • Preferred:
      • Experience working in a Customer Success or Sales Operations environment.
      • Familiarity with customer health scoring models and metrics related to customer success.
      • Experience with data integration from multiple systems (CRM, customer success platforms, product usage databases).Our Values:At Postman, we create with the same curiosity that we see in our users. We value transparency & honest communication about not only successes, but also failures. In our work, we focus on specific goals that add up to a larger vision. Our inclusive work culture ensures that everyone is valued equally as important pieces of our final product. We are dedicated to delivering the best products we can.What Else?This hybrid role is based in the greater San Francisco Bay area, and the reasonably estimated base salary for this role ranges from $147,000 to $173,000, plus a competitive equity package. Actual compensation is based on the candidate's skills, qualifications, and experience. In addition to our pay-on-performance philosophy, we offer a comprehensive set of benefits, including full medical coverage, flexible PTO, wellness reimbursement, and a monthly lunch stipend. Salaries will vary outside of the listed metropolitan areas & the U.S.Postman is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
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Keywords: Tbwa Chiat/Day Inc, San Ramon , Analytics Manager San Francisco, USA, Executive , San Francisco, California