CS Data Analyst
Goodays (formerly Critizr) is Europe's leading Customer Experience Management Platform. Founded in 2012, Our vision is to make commerce better for everyone - for merchants and customers. We want to help everyone deliver more human and personal customer experiences every day.
Our mission is to bring your entire company together around a single goal: the customer. We provide a highly adopted Customer Experience Management platform that makes it easier to deliver more human and personal customer experiences at scale..
Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, Domino's, Credit Agricole, New Look, Leroy Merlin and Jules. We are present in more than 70,000 business locations and give the entire organisation, from C-suite to frontline, CX and insights teams the tools they need to bring value to the company and the customer.
We are looking for a Data Analyst in the Customer Success Team to help us improve our business understanding and take the right decisions with our increasing amount of data. We will count on your technical expertise and business acumen to support the CS organization scale and provide qualitative analysis and deliverables.
Goodays has already positioned itself as a leader in our industry, having experienced strong exponential growth for the past several years. We’re counting on you to help us attain even greater heights.
Client Success is at the heart of everything we do!
Our team of Engagement Managers, Adoption Digital Consultant, Retail Expert, Support Agents, and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.
This journey starts with the Customer Success team working closely with the client to set up, onboard, coach, and train on the Goodays solution, and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks, and coaching.
In this role, your main responsibilities are:
- Addressing Challenges for Goodays Clients
Understand the role of Customer Success teams and their daily challenges in improving the platform usage for their clients.
Comprehend the challenges faced by retail clients regarding the customer experience.
Work-based on business briefs provided by the Customer Success team for internal or client needs.
Assist teams in interpreting results and disseminating them to clients.
Conduct in-depth data analysis to identify trends, patterns, and opportunities.
- Collaborating with Data and Product Teams
Possess an in-depth understanding of the company's data ecosystem and architecture, along with its technical constraints.
Ensure data quality and integrity by implementing quality control procedures in compliance with regulations (GDPR).
Collaborate with Data and Product teams to understand and improve processes and usage.
- Management and Evolutionary Maintenance of Reports
Work on standard reports on platform usage to showcase it to clients and provide readily usable visualizations for the Customer Success team on a daily basis.
Proactively maintain a repository of reports and ensure the integrity and freshness of data for teams.
- Methods and Processes
Document the production of deliverables.
Systematically consider scaling or optimizing productions to serve the greatest number.
Be proactive in suggesting ideas for data-related projects and be able to execute projects to successful completion.
Desired Education & Experience
Master's degree in Statistics, Mathematics, Computer Science, or a related field is a plus.
Ability to effectively communicate analysis results to non-technical stakeholders.
You have 3 years of minimum experience in a similar role
You have a knack for understanding and abstracting business and product data
You enjoy deep dive in the Data and extract insights (Data Mining)
You are familiar with relational database concepts
You have a passion for data and you’re eager to work in a SaaS environment
Knowledge/sensibility about retail would be nice to have
- You will have to work with the following tools, and prior experience with them is nice to have:
Google Looker Studio
Any BI or Data viz tools such as Tableau, Power BI, Thoughtspot etc.
Fluent proficiency in both French and English
Creative and innovative mindset
Independent and adaptable (able to work in a constantly changing environment)
Naturally curious and always striving to learn new things
Motivated team player with excellent interpersonal skills
Flexibility and understanding of the culture of a fast-paced, commercially oriented technology company.
Highly responsive and service-oriented attitude, accustomed to working in an international environment, action-driven
Ability to maintain strong working relationships Passion for making a difference, interested in our ability to have a social impact in the world of retail.
Reporting directly to the to the Customer Success Ops Lead
What Goodays offers you
A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth
A great and diverse team of professionals who are talented, fun, supportive, open, communicative, and who you can learn from and share with
Fun and challenging working environment with significant opportunities for career growth and development
An international environment
Attractive salary package including excellent pension, health insurance and life insurance
Open and inclusive working environment including flexible hours and parent-friendly options