Senior Data Analyst

About Responsive

Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

About the Role

Responsive is looking for a passionate Data Analyst to join the Customer Success Operations Team. Desired candidate will turn data into information, information into insight and insight into business decisions. Data analyst responsibilities include conducting full lifecycle analysis, to include requirements, activities and design. This position must bridge the gap between teams to overcome the technical issues with compatibilities and systems, but also possess strong internal communication skills to overcome any organizational walls that contribute to data isolation. They will also monitor performance and quality control plans to identify improvements. 

Essential Functions

• Interpret Customer Success data and analyze results using statistical techniques. 

• Identify, analyze and interpret trends and patterns in complex data sets and provide creative, compelling solutions for solving data or business intelligence challenges. 

• Develop and implement data analytics processes across the company.

• Improve operational performance by using a data-driven approach for issue identification, root cause analysis, and improvement rollouts.

• Manage data from primary and secondary sources.

• Maintain databases (within Salesforce, Gainsight, Zendesk, CST, HRIS, Financial software, etc…).

• Build reports to share with stakeholders in the form of easily digestible dashboards. 

• Provide recommendations based on patterns identified in data sets.

• Work with management to prioritize business and information needs according to results.

• Locate and define new process opportunities.

• Monitor data performance and prepare quality control plans to identify improvements.

• Create and generate necessary reports to track centralized KPIs and metrics for Customer Success Team.

Education

• Bachelor’s degree in computer science / information technology or a similar field

Experience

• 1+ years of relevant experience preferred.

• Experience working closely with customer support organizations and familiarity with support performance metrics, including, but not limited to: NPS, CSAT, FCR (first contact resolution), GRR, NRR, Churn. 

• Familiarity with data analytics and reporting tools (such as Power-BI).

• Experience with Salesforce, Gainsight and other data housing platforms.

• Experience working directly with key stakeholders and C-level executives.

Knowledge, Ability & Skills

• Salesforce certification preferred.

• Strong written and verbal communication.

• High level of professionalism and strong presentation capabilities

• Self-motivated, resourceful, and adaptable.

• A willingness to receive feedback and coaching to improve skills.

• Excellent organizational and time management skills.

• Comfortable in all Microsoft Office applications, including Word, and PowerPoint.

• Expert in Microsoft Excel.

• Adept with queries, dashboarding, report building, and communicating findings verbally and visually

• Demonstrates commitment to fostering a highly supportive and collaborative workplace culture.

• Maintains and upbeat and enthusiastic attitude, even under pressure. 

• Ability to work on tight deadlines