Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.
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.
Key Focus Area
Define and design key retention, churn, and renewal actuals and forecasting data and visualizations (reports, dashboards, etc).
Prepare retention, churn, and renewal data for analysis and processing by cross functional team members.
Drive proactive reporting to support executive leadership with real-time dashboards and detailed summaries on a monthly, quarterly, and annual basis.
Stay up to date on industry-leading best-practices for measuring and reporting on data in B2B SaaS
Essential Responsibilities
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.
Other duties as assigned
Education
Bachelor’s degree in computer science / information technology or a similar field
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