Senior Data Analyst, Customer Success

at  Simplepractice

ABOUT US

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

DESIRED SKILLS & EXPERIENCE

• Bachelor’s degree in Data Science, Statistics, Math, Computer Science, or a related field. Advanced degree preferred.
• Minimum of 7 years of experience in data analysis, preferably in a customer success or related field.
• Proficiency in Tableau for data visualization and reporting.
• Experience with Zendesk for customer support data analysis.
• Familiarity with Customer Success Management software such as Gainsight or Churnzero.
• Strong analytical skills with the ability to interpret complex data and provide actionable insights.
• Excellent communication and presentation skills.
• Ability to work collaboratively in a team environment and manage multiple projects simultaneously.

THE ROLE

We are seeking a highly skilled Senior Data Analyst to join our Customer Success team. This role is pivotal in driving data-driven decisions and strategies to enhance customer satisfaction and retention.
The Senior Data Analyst will collaborate closely with cross-functional teams to collect, clean, and analyze data from multiple sources. They will apply advanced statistical techniques and data visualization tools to uncover actionable insights. Heavily relying on SQL and Tableau, this role will act as the enabler of data-driven decision making. This role offers an exciting opportunity for an analytical thinker who is looking to join a mission oriented company.

RESPONSIBILITIES

• Analyze and interpret complex data sets related to customer success metrics.
• Develop and maintain team level dashboards and reports using Tableau to provide actionable insights.
• Utilize Zendesk to track and analyze customer support interactions.
• Develop a deep understanding of when and why customers churn.
• Work with Customer Success Management software such as Gainsight or Churnzero to monitor customer health and predict churn.
• Collaborate with cross-functional teams to identify opportunities for improving customer experience.
• Present findings and recommendations to senior management and stakeholders.
• Mentor junior analysts and provide guidance on best practices in data analysis.