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Customer Intelligence Analyst - Customer Success

Company: Qualtrics
Location: Provo
Posted on: November 14, 2021

Job Description:

The Challenge As Qualtrics continues to scale rapidly, our customers have increasing expectations on the services we provide in tandem with our software. Since we are the world's preeminent experience company, customers expect us to offer an insanely great experience whenever they interact with Qualtrics. As we strive to hit an ever higher bar, we are looking for experts in analytics to find insights in our data that in turn influences our decision making on how to optimize our services experience for our customers. Expectations for Success You'll be partnering with our Customer Success team to give them key insights and analysis so they can scale in the right way to best service our customers. This is a high-profile, analytical, and operational role that is central to scaling our growth. In this role, you will: * Partner with senior Customer Success leadership across the globe to build actionable insights and models to help them manage their business. * Build and refine a robust analytical workforce capacity model that accurately forecasts our people needs so we can hire in the right areas ahead of the curve. * Identify strategic recommendations on how to optimize the CS workforce territory planning, including how we schedule people, when to hire more people, and mitigate any problems related to our workforce capacity. * Collaborate with business leaders to execute on your ideas and initiatives, taking your recommendations through to real customer impact. Requirements: * BA / BS degree in mathematics, statistics, or another data-oriented field * 3+ years of work experience in a highly analytical role * Experience managing priorities and timelines without significant oversight * Proficient in SQL, advanced Excel functions * Proficient in data visualization tools (e.g. Qualtrics, Tableau, DOMO), and principles * Ability to present in front of large groups and executives clearly and concisely * Customer-obsessed * Willingness to live and commute to our Seattle, WA -OR- Provo, Utah offices (hybrid 3 days in office, 2 from home work schedule) Preferred Qualifications: * Working knowledge of Salesforce reporting and data structures (SOQL experience a big plus!) * Experience with statistical software (i.e. SPSS, SAS, R, Matlab) * Experience with another programing language (i.e., Python, Java, C, C++, C#) * Experience in an internal, analytical business operations role (i.e. HR/People Analytics, FP&A, Operations Analyst, Workforce Analyst)

Keywords: Qualtrics, Provo , Customer Intelligence Analyst - Customer Success, Professions , Provo, Utah

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