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Customer Insights Specialist

2 months ago

New York, New York, United States Tagger Full time

Customer Experience Analyst

at Tagger is an innovative platform that transforms influencer marketing and social listening. Our solution empowers brands, agencies, and media organizations to craft effective, data-driven influencer marketing strategies and campaigns from inception to completion. Recognized at the 2020 Digiday Technology Awards and the MarTech Breakthrough Awards in both 2019 & 2020, Tagger's SaaS platform delivers a streamlined experience, enabling users to access pertinent data and enhance their ROI effortlessly.

ABOUT TAGGER MEDIA

WHO YOU ARE

You are a detail-oriented Customer Experience Analyst eager to contribute to a global team. In this role, you will be tasked with collecting and analyzing data on customer satisfaction. The ideal candidate possesses a meticulous eye for detail and a customer-focused mindset that will significantly influence the company's long-term success. Your responsibilities will include conducting surveys to gather client feedback, analyzing the data, and preparing reports for the management team.

IN THIS ROLE YOU WILL

  • Create Salesforce dashboards for Customer Success Managers to enhance churn prediction and upsell opportunities.
  • Develop refined Account Health scoring metrics within Salesforce.
  • Build and analyze reports and dashboards in Mixpanel, providing insights on customer usage to the SMB & Enterprise leads.
  • Generate quarterly usage reports and optimization recommendations for Sales, Customer Success, and Product leads.
  • Review insights from the customer help center and suggest enhancements for the Platform Education & Support team.
  • Analyze Gong recording data and present findings to the Manager of Customer Operations and the Management Team.
  • Collaborate with the Manager of Customer Operations to ensure consistency in reporting, dashboards, and other projects.

WE'RE LOOKING FOR SOMEONE WITH

  • Experience in utilizing and generating reports in Mixpanel or similar analytics tools.
  • Proficiency in creating reports using Salesforce, Gong, Intercom, and Tableau.

NICE TO HAVES

  • Familiarity with analyzing NPS & CSAT scores using tools like Wootric & G2.
  • Knowledge of SQL is a plus.

BENEFITS & COMPENSATION

  • We offer a competitive compensation package, including base salary, commission incentives, and equity.
  • Flexible vacation and PTO policy.
  • Comprehensive health, dental, and vision insurance, along with a 401(k) plan.
  • Work within a dynamic, engaging, and collaborative team led by experienced professionals.
  • We value humor and enjoy a good laugh, regardless of the punchline.

Voluntary Self-Identification

For compliance purposes, we invite candidates to complete a voluntary self-identification survey. Your participation is entirely optional and will not affect your application process.

As stated in Tagger's Equal Employment Opportunity policy, we do not discriminate based on any protected group status under applicable law.