Senior Data Analyst

at  RouteThis

RouteThis is a Waterloo-based B2B SaaS whose time has come to level up! We’re on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, WIFI connected homes of the future optimized. RouteThis products are changing the world of technical support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.
We are seeking a Senior Data Analyst to join our Customer Experience team! In this role, the successful candidate will lead the charge in data-related activities, taking on a building role, asking critical questions and telling a story with data!

WHO WE ARE:

RouteThis is a fast-growing tech company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues - or help customer to solve it themselves before even needing to call.
We are headquartered in the Waterloo Region and our customers are all over the globe. If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis! Virtual / remote work arrangements available.

IN THIS ROLE, YOU WILL:

• Analyze RouteThis data and merge with customer data to produce complex ROI analyses
• Become an expert on our verticals and Customers so you can drive discovery and ROI studies on calls with our customers
• Work with our internal teams to understand our customers business cases in order to prove them with their data when merged with our own
• Work as part of project teams for Pilots and/or with Customer Success teams to demonstrate ROI from RouteThis usage
• Collaborate with customer data analysts to influence data collection and analysis process and align best practices
• Own data schema and align customer data stakeholders to generate data to the schema defined
• Take a lead role in determining if there are errors or risks associated with data being produced by customers
• Dictate required data format for pilots and other engagements
• Work closely with the Sales and Customer Success teams to package up data insights into good news/ROI stories and help deliver and discuss with customers
• Lead calls directly with Customers when data is being discussed and is comfortable challenging their data assumptions or asking questions when it is suspected the data may have issues
• Interpret data to tell a story and figure out the real-world impact of the interpretation

WHAT YOU BRING TO THE ROLE:

• 5+ years experience completing data analysis for the purposes of ROI and/or Pilot data tracking as well as dashboard creation with complex data housed in disparate systems
• Previous data analyst/lead for SaaS pilots
• Can ask questions to understand the source of data and if that underlying source is trustworthy
• Strong business acumen with ability to take themed learning and bring back to key stakeholders such as product as well as to pair business context with data validation/ quality
• Really clear understanding of how business processes translate into data and metrics / reporting
• Tech savvy with an ability to work with internal systems
• Advanced Excel and SQL skills
• Experience in Kibana, Sigma or a similar data visualization platform
• Have worked with PowerBI
• Snowflake experience is a plus
• Experience working with large data sets (larger than you can open on a desktop PC)
• Experience speaking with customers in calls and building relationships with stakeholders
  Do you feel like you’re able to tackle this role? Show us what you got! We absolutely don’t expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit.