Business Intelligence Analyst - Customer Experience (CX)

The Role  

We’re looking for an analyst to join Outreach’s Business Intelligence & Analytics group.  This role partners with internal stakeholders across including Customer Experience & GTM, as well as our business partners (Engineering, Technical Support, and Finance) as needed to identify, address, and support business needs using a data-driven approach. You will deliver reporting solutions as well as ad-hoc analyses that provide recommendations for operational improvements across customer success and meet customer needs.  This position is an Individual Contributor and reports to the Director, Strategy & Analytics 

About the Team  

The Business Intelligence & Analytics team is responsible for guiding our stakeholders to strong, data-driven decisions by providing key insights, opportunities for operational excellence, and day-to-day reporting necessary for effective customer acquisition, engagement, and successful account management. We are in a unique position to provide both high-level recommendations as well as deep-dive analysis due to both our robust data availability and close relationships that result from a centralized Business Intelligence & Analytics team. 

Location: We are open to remote within the US. #LI-Remote 

• Contribute to the operationalization of CX focused recommendations by collaborating with internal clients using a consultative approach 
• Gain an understanding of both the Pre-Sales and Post-Sales SaaS GTM motion to identify areas of opportunity with our processes  
• Deliver expert insights into historical trends and operational impacts that can directly improve growth and retention at Outreach 
• Meet the data-specific needs of our external customers through partnerships with Customer Success Managers as needed 
• Leverage data and systems to create dashboards to drive deeper understanding of our business 
• Grow communication and relationship building skills across a range of audiences, using data storytelling principles 

• BS/Masters in quantitative related fields such as economics, statistics, finance, engineering, or computer science
• 2-4 years experience analyzing and using data to drive insights and decision-making 
• Strong verbal and written communication skills, specifically in regards to data storytelling 
• Ability to transition from working at a detailed data level to presenting high level findings to management 
• Basic understanding of statistics and probability concepts 
• Capable of using SQL for data transformation and analysis on million+ row datasets 
• Capable of using business intelligence and reporting solutions (e.g. Tableau, PowerBI, Lookr) 
• Experience with data science tools (e.g. R, Python) or familiarity with data science concepts and processes  
• Experience and understanding of a SaaS business model and related KPIs
• Experience in management consulting, business strategy, or planning

The base salary range for this role is $81,000 - $100,000. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations. 

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