Customer Experience & Analytics Manager

Snowplow Analytics Ltd · Feb 12th 2018

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Customer Experience & Analytics Manager

Ideally located in London, Berlin or New York but will consider other locations.

Our mission is to empower people and companies to use data to do transformative things. We provide technology and services that enables our users to collect the data that they want, use that data to surprise and delight their customers, and transform their business. Snowplow has grown significantly this last year and is set to do the same in 2018. In order to continue providing the best possible experience for our customers, we are now looking for our first Customer Experience & Analytics Manager to help with all aspects of the post-sales relationship.

The Opportunity:

As a Customer Experience & Analytics Manager, you'll be responsible for understanding what clients are looking to achieve with their data, support them realising those goals, and help them identify other opportunities to use data. The role will require deep technical understanding of our product, our customer’s technical landscape and how those two will align.

You'll be working closely with other teams within Snowplow to deliver our users the best possible results including our Support, Services, Product, Marketing and Sales teams. As our first Customer Experience & Analytics Manager, you'll have the opportunity to define, shape and grow this new and critical team within the broader context of Snowplow.

The environment you’ll be working in:

Our culture is one of autonomy, transparency and collaboration. As part of this culture, we believe that smart people should be empowered to work however suits them best so we let you do just that. We offer the flexibility to work remotely or in the office, and we don’t pay too much attention to the hours you’re glued to your desk (be that virtual or physical), it’s about the work that you get done. Over half of our current workforce are dotted all around the world, which we love and are keen to continue supporting as we grow.

What you’ll be doing:

  • Identify customer goals and ensure these are being met throughout lifecycle with a focus on resolving any key pain points  

  • Conduct deep analysis of how our customers are using our platform 

  • Offer tailored advice to drive product innovation 

  • Build and maintain trusted relationships with our customers by developing a deep understanding of their business and aligning our product offering to their needs

  • Own the onboarding & implementation process for new customers

  • Prevent churning of accounts and optimise retention through training, workshops and continued education of our product

  • Track and monitor customer accounts to uncover any upsell opportunities for our Sales team to pursue

  • Work collaboratively with other teams such as Tech Ops, Support & Engineering to solve any customer queries/issues

What you bring to the team:

  • Min 3 years in a consulting, analyst or management position (ideally within data/digital analytics space)

  • Degree in analytically rigorous field or equivalent industry-related experience

  • Able to confidently and clearly communicate complex concepts to customers with sophisticated understanding of data

  • Strong interpersonal skills and desire to build lasting relationships with customers, as well as colleagues

  • Demonstrable experience leveraging data to drive product usage, identify upsell opportunities and prevent churn

  • Flexible, innovative and collaborative approach

  • Self-starter and able to prioritise

  • Process-oriented and strategic thinker

What you’ll get in return:

  • Competitive package based on experience

  • 25 days holiday a year plus bank holidays

  • The freedom to work wherever suits you best

  • Two fantastic company away-weeks a year

  • Working alongside a strong and talented team

Office-specific:

  • Convenient central Shoreditch location

  • Continuous supply of Pact coffee

  • Regular mystery events

  • MacBook and 5K 27” screen

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