Description
Position at Ookla
The Opportunity:
As a Customer Data Analyst within our Professional Services team, you will play a critical role in transforming raw customer data into actionable insights. You will be responsible for collecting, cleaning, analyzing, and interpreting data related to customer engagements, service delivery, product adoption, and overall customer health. Your analysis will directly inform strategic decisions, optimize our service offerings, enhance customer experience, and contribute to the overall success of our customers and the Professional Services organization. You will collaborate closely with Professional Services leadership, consultants, project managers, and customer success managers to understand their data needs and deliver impactful reports and analyses.
Key Responsibilities:
- Data Collection and Management:
- Identify and gather relevant customer data from various sources, including CRM systems (e.g., Salesforce, Dynamics 365), project management tools (e.g., Jira, Asana), customer success platforms (e.g., Gainsight, ChurnZero),
support ticketing systems (e.g., Zendesk, ServiceNow), and other relevant databases.
- Ensure data accuracy, integrity, and consistency through data cleaning, validation, and transformation processes.
- Develop and maintain data pipelines and data models to facilitate efficient data retrieval and analysis.
- Data Analysis and Interpretation:
- Conduct exploratory data analysis to identify trends, patterns, and correlations related to customer behavior, service utilization, project outcomes, and customer satisfaction.
- Develop and apply statistical techniques and data visualization methods to extract meaningful insights from complex datasets.
- Analyze key performance indicators (KPIs) relevant to Professional Services, such as project profitability, service delivery efficiency, customer adoption rates, time-to-value, and customer retention.
- Identify opportunities for process improvement, servic
📌 Customer Data Analyst (España)
🏢 Ookla
📍 España