Customer Data Analyst

At Epignosis, we build workplace learning software that enables more than 70,000 teams worldwide to offer training to millions of people. Our portfolio of tools can be used by organizations of any size and includes TalentLMS - a zero-overhead cloud LMS, eFront - an enterprise LMS, TalentCards - a mobile app for training the deskless workforce, and TalentHR - a lightweight HRIS to manage people ops. We are competing with the world’s top eLearning solutions and we aim at becoming world’s #1.

We're on a mission to democratize training by developing simple, accessible, and affordable software. We count 12.000+ companies as customers and with more than 11 million users logging in to use our platforms, we are a much-loved global leader in learning tech. At home, we are quickly becoming one of the largest SaaS company to come out of Greece.

We are looking for a skilled Customer Data Analyst to join our Customer Success team. The ideal candidate will play a critical role in analyzing customer behavior and identifying factors contributing to churn within our TalentLMS offerings. They will gather and interpret data, provide actionable insights, and collaborate with cross-functional teams to develop strategies aimed at improving customer retention and increasing overall customer satisfaction.

RESPONSIBILITIES

As a Customer Data Analyst, you will:

• Analyze customer data to identify trends, patterns, and risk factors associated with churn.
• Develop and maintain dashboards and reports to track churn metrics and customer health scores.
• Conduct cohort analysis to understand customer lifecycle and usage patterns in relation to churn.
• Collaborate with Customer Success, Sales, and Marketing teams to create targeted retention strategies.
• Gather customer feedback through surveys and interviews to better understand their needs and pain points.
• Conduct root-cause analysis of churn and provide recommendations for process improvements.
• Monitor the effectiveness of retention initiatives and adjust strategies based on performance data.
• Prepare and present findings and insights to stakeholders to drive data-driven decision-making.
• Design and implement A/B testing and other types of experiments to improve customer experience and retention rates.

To be successful in this role as a Customer Data Analyst, you should have:

• 2+ years of experience in analytical roles
• Proficiency in data analysis tools (e.g., SQL, Tableau, or similar).
• Familiarity with CRM systems and customer success platforms (e.g., Salesforce, Gainsight).
• Bachelor’s degree in Business, Data Analytics, Statistics, or a related field.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Excellent communication skills, both verbal and written, with the ability to convey complex concepts clearly.
• Ability to work independently and collaboratively in a fast-paced environment.
  

Bonus points

• Experience with statistical analysis and predictive modeling techniques.
• Familiarity with AWS Athena will be a plus

The most important thing we offer is a safe and healthy professional environment, giving you the opportunity to work on products that positively impact millions globally. Become part of Epignosis, a diverse group of smart, fun, and GIF-loving professionals in offices worldwide, including the U.S., the U.K., Greece, and Cyprus! Our employees enjoy benefits that enhance productivity and contribute to their professional development. Apart from that, we also offer:

• Competitive compensation packages
• Private health insurance plan
• Meal allowance
• Professional development initiatives - we’re not just creating LMSs for others, we’re also learners ourselves!
• Gorgeous office space or opportunities for hybrid work
• A vibrant working environment full of creative individuals
• Work/life balance ― i.e., we go big AND we go home