Customer Success Data Analyst

Job description

The Role

The Customer Success department will be commercially focused, and responsible for the onboarding, retention and growth of our key clients as well as supporting the sales team in business development.  Reporting to the Head of Customer Success, this strategic role will support the delivery of the revenue and growth targets within our existing customer base, while helping to significantly reduce churn. You will also support the new business team in a technical pre-sales capacity. 

The ideal person will bring a unique combination of expert level of technical capabilities, a customer-centric mentality, and strong commercial acumen to delight our customers, able to form strong and lasting strategic partnerships with both internal and external stakeholders.  

Pre-Sales Support:

  • Work alongside the new business team to remove technical objections in the sales cycle 

  • Leverage your technical and relationship building skills to effectively demonstrate the OC’s data solutions that address customer requirements

  • Join client calls at all points of the sales cycle to support the sales executives from a technical perspective to drive new business to close 

  • Help us to grow our commercial business by bringing efficiency to the pre sales stage i.e. develop processes that help reduce the sales cycle

  • Lead the development of technical guides and documents to support and enable the sales process 

Supporting existing customers:

  • Help to significantly reduce churn of our existing customer base by nurturing strategic relationships with key clients and accounts, ensuring they are utilising our product effectively and overcoming technical/data problems quickly

  • Support the new customer onboarding processes ensuring a seamless experience

  • Deliver robust client support operations through best in class processes such as troubleshooting, problem solving, data delivery, and technical support

  • Learning together with our clients while driving an increase in adoption, improving utilisation and taking responsibility for minimising churn

  • Providing valuable and actionable insight to the wider team regarding client concerns, areas for improvements, data/tech deficits etc, and acting as the ‘voice of the client’ to internal teams 

  • Requirement gathering and relaying  client feedback and needs into product development and the wider business

  • Help to create client SLAs in order for us to manage and deliver on client expectations

Product/Technical expertise and OC data understanding

  • Lead high impact data investigations for our existing customer base and prospects 

  • Create external facing documentation collateral so that our clients can help themselves and understand our data 

  • Ensure that information is documented in easy to understand language; and that this information is clearly signposted and discoverable for colleagues and clients alike

  • Understand the real world context of OpenCorporates’ data eg how it behaves in the real world and bring clarity to the complex use cases that our clients have

  • Work in collaboration with the Customer Success Manager to gather continual feedback on data usage and feed client needs into product development and business strategy

  • Play a key role in defining product and data needs to support product development and the growth and success of OpenCorporates

  • Create the metadata to help clients are getting the most value from OC

  • Maintain Data Application Expertise by knowing what specific data points clients are interested in order to be successful with their use case

  • Guide clients and prospects in how to apply OpenCorporates data products to their specific needs

Requirements


Person Specification:

  • Experience in a customer facing commercial analyst, data analyst, data engineering or master data management role focused on client data usage

  • Excellent communication skills, able to explain and simplify complex solutions for our clients

  • A desire to provide the highest level of customer service to our clients

  • Query and understand structured data within SQLite, MySQL and JSON

  • Software development knowledge in Python, Git, Linux shell scripting & tools

  • ETL processes and data pipelines; data testing/quality assurance processes (script based languages as opposed to ETL tools)

  • Data analysis and quality management on large datasets

  • Root cause analysis & data remediation experience

  • Accuracy and attention to detail.

  • Process improvement and automation

  • Experience with Elasticsearch

Our Values

Our values outline the shared principles that define the OpenCorporates culture and team environment. The company values underpin everything we do, whether that's through who we chose to work with (and who we chose not to) to day-to-day decision making, teamwork, supporting our clients and evaluating individual and company performance, the core values are the lens we look through in everything we do. All our employees are driven by our values and use them as a compass to guide their work and collaboration with colleagues and clients.

Be Bold & Beat The Odds

  • Our work is hard - and matters. We will succeed by being more ambitious, more imaginative and more daring than our competitors

We Put Users First

  • Success will only come if we focus obsessively on the success of our users in everything we do

Learn & Adapt

  • There is no straight line to success. We will excel by taking a scientific approach to all our work

One Team

  • We win together. We fail together. And diversity – of backgrounds, of views, of personalities – is a critical asset