Customer Insights Specialist
2 weeks ago
Customer Experience Analyst
At Tagger, we are at the forefront of influencer marketing and social listening, providing a comprehensive platform that transforms how brands, agencies, and media organizations strategize and execute their marketing campaigns. Our award-winning SaaS solution empowers users to harness relevant data, ensuring they achieve optimal returns on their investments.
WHO YOU ARE
You are a detail-oriented Customer Experience Analyst eager to contribute to a global team. In this role, you will focus on collecting and analyzing data related to customer satisfaction. The ideal candidate possesses a keen eye for detail and a strong customer-centric mindset, which will play a crucial role in the company’s long-term success. Your responsibilities will include conducting surveys to gather client feedback, analyzing the data, and preparing insightful reports for management.
KEY RESPONSIBILITIES
- Develop Salesforce dashboards to assist Customer Success Managers in predicting customer churn and identifying upsell opportunities.
- Enhance Account Health scoring metrics within Salesforce.
- Create and analyze reports and dashboards in Mixpanel, delivering customer usage insights to leadership.
- Prepare quarterly usage reports with actionable recommendations for Sales, Customer Success, and Product teams.
- Review insights from the customer help center and propose enhancements to the Platform Education & Support team.
- Analyze Gong recording data and share findings with the Customer Operations Manager and management team.
- Collaborate with the Customer Operations Manager to ensure cohesive reporting and dashboard alignment.
QUALIFICATIONS
- Proficient in utilizing and generating reports in Mixpanel or similar analytics tools.
- Experienced in using Salesforce, Gong, Intercom, and Tableau for reporting purposes.
PREFERRED SKILLS
- Familiarity with analyzing NPS and CSAT scores using tools like Wootric and G2.
- Knowledge of SQL is a plus.
COMPENSATION AND BENEFITS
We offer a competitive compensation package that includes base salary, commission incentives, and equity options. Our flexible vacation and PTO policy, along with comprehensive health, dental, and vision insurance, ensures a supportive work environment. Join a dynamic and collaborative team led by experienced professionals who value humor and camaraderie.
DIVERSITY AND INCLUSION
Tagger is committed to fostering a diverse and inclusive workplace. We encourage individuals from all backgrounds to apply and contribute to our mission.
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