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Director, Client Success and Analytics

2 months ago

Seattle, Washington, United States 3Si Full time
Job Description

Overview

3Si is a software company that helps governments, nonprofits, and philanthropies use data to improve the lives of children. We work with a network of state and city governments to build data systems that help identify and address early childhood service gaps. Founded in 2012, 3Si is a mission-driven organization with a collaborative, entrepreneurial, innovative, and fully remote work culture.

We are seeking a mission-driven Director, Client Success and Analytics to join our Product team. Ideal candidates will have exceptional technical, analytical, and quantitative problem-solving skills, solid customer management skills, a growth mindset, and a desire to make a positive impact.

This is a fully remote position. Only applicants who currently reside in California, Colorado, Oregon, and Washington State will be considered for this role.

Key Responsibilities

  • Client Engagement and Relationship Management
    • Manage all client engagement and relationship management throughout the client lifecycle (pre-implementation, implementation, post-implementation).
    • Build and maintain strong relationships with senior client executives, understanding their needs, and providing strategic advice and guidance on priorities and politics.
    • Primary point of contact for clients throughout the engagement period, providing strategic guidance, proactive support, and addressing any concerns or issues that may arise.
  • Project Leadership and Collaboration
    • Coordinate cross-functional teams (Product, Analytics, Engineering) and provide project leadership for CUSP implementation for new clients.
    • Navigate client's internal team dynamics to facilitate data access, acquisition, and integration.
    • Manage new implementation projects end-to-end across project teams.
  • Data Analysis and Client Support
    • Lead the development and delivery of ad hoc data analysis, client trainings, workshops, and documentation to enable clients to fully leverage the features and capabilities of our product.
    • Prepare and lead formal and informal presentations to diverse audiences, including policy makers, state agency research teams, funders, partners, and advocates.
  • Client Retention and Growth
    • Proactively identify opportunities and communicate any risks or challenges that may impact client retention.
    • Collaborate across teams to ensure seamless contract renewals, identify opportunities, and achieve revenue growth targets.
  • Analytics and Data Visualization
    • Translate use cases into requirements and specifications for data analyses and lead the performance and delivery of analytics to ensure relevance and adoption, focusing on customer retention, expansion, and advocacy.
    • Contribute to the development of CUSP model methodology based on client learnings and project data analytics.
  • Stakeholder Management and Communication
    • Collaborate with engineering and product management teams to identify business requirements as well as stakeholder needs that can be turned into product features, capabilities, and ad hoc solutions.
    • Quantify and track value metrics that can be realized from the CUSP solution.
  • Reporting and Analytics
    • Lead and supervise the creation of monthly data report cards and Analytics Snapshot for each client in portfolio.
    • Lead the creation and delivery of periodic progress reports to clients based on contractual agreement.

Requirements

  • Master's degree in a relevant field (e.g. Economics, Business Administration, Education); doctoral degree preferred.
  • Seven or more years' professional experience in solution delivery management for enterprise products.
  • Proficiency in statistics (or applied statistics) and experience in integrating and analyzing complex datasets to support executive decision-making.
  • Strong consultative and project management skills.
  • Experience with data visualization platforms like Tableau and Power BI.
  • Proficient with one or more data analysis tools e.g. SQL, Python, R, SPSS, Stata, SAS preferred.
  • Proficiency in MS Office Suite required.
  • Solid ability to problem-solve and operate with analytical ambiguity.
  • Excellent interpersonal and communication skills with the ability to utilize multiple communication methods and styles to best reach target audience.
  • Exceptional organizational and time management skills.
  • Meticulous attention to detail to ensure accuracy in data analysis.
  • Ability to work collaboratively in a team-oriented environment.

Physical Expectations

  • Requires sitting for extended periods of time at a computer, keying and reading content.
  • Will be required to stand, reach, bend, twist, squat, and move about freely.
  • May need to be able to lift to 20 lbs.

What to Expect @ 3Si

3Si offers a professional and fun work environment. While we maintain a good balance between work and life, additional hours may be required at peak times. 3Si is a mission-driven consulting firm headquartered in Seattle, WA. We help our non-governmental organizations, philanthropies, and government clients use data and information to make better decisions and create positive change. We serve the child welfare, education, community building, environment, health, transportation, and workforce development sectors.

3Si Perks

3Si offers a professional and fun work environment. We recognize and value our employees and strive to create a supportive environment for our team. Here are some of the benefits we provide to ensure our employees can thrive:

  • Competitive compensation with base salary range of $145-165K, plus annual bonus plan.
  • 100% Company-sponsored Medical, Dental, Vision, EAP, and life/ad&d plans.
  • Paid Time Off starting at 3 weeks per year and 11 paid holidays.
  • 401k retirement plan + match.
  • Career development opportunities.