Data Analytics Manager

2 weeks ago

Seattle, Washington, United States Siemens Digital Industries Software Full time
Job Title: Data Analytics Manager

We are seeking a highly skilled Data Analytics Manager to join our Customer Support Analytics & Technology Operations team. As a key member of our team, you will be responsible for managing a small team of analysts to drive and improve the operations of our large global technical customer support organization.

The successful candidate will evaluate, propose, and deploy new metrics, dashboards, and analytics best practices to improve overall efficiency and operations of our customer service teams. Additionally, this role requires creating and communicating professional analytics reports to various stakeholders.

Key Responsibilities:
  • Lead and manage a team of analysts, ensuring the smooth operation and continuous improvement of our global technical customer support organization.
  • Collaborate with cross-functional teams to understand and address their analytical needs, providing insights and recommendations for improvement by creating and maintaining an array of dashboards which measure case-tracking, support website browsing, knowledge database usage, and email campaign effectiveness.
  • Develop and deliver comprehensive analytics reports to various stakeholders, ensuring data-driven decision-making and strategic planning.
  • Foster a culture of data-driven excellence within the customer support organization.
  • Evaluate and implement new technologies, with a focus on AI and LLM solutions, to increase the productivity of customer support engineers.
Requirements:
  • Bachelor's degree in a relevant field and at least 5 years of relevant work experience in a hi-tech software environment.
  • Proven experience in data analysis and visualization using Python.
  • Strong development skills with Power BI.
  • Exposure to technical customer support and customer success within the software industry.
  • Excellent presentation skills, with the ability to create and deliver persuasive and impactful presentations to various stakeholders.
Preferred Qualifications:
  • Familiarity with QlikView and Salesforce.
  • Prior experience with customer success platforms and metrics, such as Zendesk, Gainsight, Freshworks, Totango, HubSpot, ClientSuccess, etc.
  • Experience in deploying and managing AI technologies within a customer support environment.
Why Siemens Digital Industries Software?

At Siemens Digital Industries Software, we offer a dynamic and inclusive work environment that values diversity and promotes equal opportunities. We are committed to providing our employees with the tools and resources they need to succeed and grow in their careers. Join our team and be part of a global community that is shaping the future of industry and society.

We offer a competitive salary range of $99,000 to $178,200 and a comprehensive benefits package, including health and wellness benefits, paid time off, and opportunities for professional development. Apply now and take the first step towards a rewarding career with Siemens Digital Industries Software.

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