Strategic Data Analyst

Job Title: Strategic Data Analyst
Department: Service Excellence Team

Reports To: VP of CSM

Location: Portugal or Brazil

Job Summary:
The Strategic Data Analyst will be a pivotal member of our Service Excellence team, responsible for leveraging data to drive strategic decision-making, improve operational efficiency, and enhance the customer experience across Customer Success, Support, and Professional Services. This role requires a strong analytical mindset, proficiency in data manipulation and visualization, and the ability to translate complex data into actionable insights for various stakeholders, including leadership and finance. A deep understanding of CRM and financial data is essential to optimize customer lifecycle processes, maximize revenue retention, and ensure optimal resource utilization within Professional Services.

Key Responsibilities:

• Strategic Data Analysis & Reporting:
• Develop and maintain robust dashboards and reports to provide real-time insights into key performance indicators (KPIs) across customer-facing teams.
• Conduct comprehensive data analyses, including deep-dives and forecasting, to inform strategic decisions and identify root causes of operational challenges.
• Ensure data integrity and accuracy across various systems, proactively resolving discrepancies.
• Design and implement KPI frameworks and databases to support data-driven management decisions.
• Customer & Service Operations Support:
• Drive insights into customer health, churn, and retention to optimize the customer journey and improve lifecycle management.
• Analyze support operations metrics, including ticket trends, SLA adherence, and customer satisfaction (CSAT/NPS), to identify areas for improvement.
• Assess project profitability, resource utilization, and capacity planning for Professional Services to enhance operational efficiency.
• Process Improvement & Automation:
• Identify operational inefficiencies and propose data-driven process improvements and automation solutions.
• Support the evaluation, implementation, and optimization of tools to streamline workflows and reporting.
• Cross-functional Collaboration & Communication:
• Collaborate effectively with diverse teams, including Sales, Finance, Product, and Engineering, to understand data needs and deliver actionable insights.
• Clearly communicate complex analytical findings to both technical and non-technical audiences through various mediums.

Required Qualifications & Skills:

• Education: Bachelor's degree in Business, Finance, Economics, Statistics, Computer Science, or a related quantitative field. A Master's degree in Management with a focus on Business & Data Analytics is a strong plus.
• Experience: 3+ years of experience in an Operations Analyst, Data Analyst, Business Analyst, or similar role, preferably within a technology company supporting customer-facing teams. Experience in a global sales analyst or BI consultant role is highly valued.

Technical Skills:

• Advanced proficiency with business intelligence and data visualization tools (e.g., Power BI – Microsoft certified is a plus, Salesforce Reports).
• Strong SQL skills for data extraction, manipulation, and analysis.
• Deep working knowledge of CRM systems, particularly Salesforce (reporting, dashboards, data model).
• Expert-level proficiency in Microsoft Excel (pivot tables, VLOOKUPs, complex formulas, data modeling – Microsoft certified is a plus).
• Familiarity with data warehousing concepts and experience working with data from various sources.
• Proficiency in Python is a strong advantage, especially for advanced data analysis or modeling.
• Experience with Power Automate for process optimization.
• Analytical & Business Acumen:
• Proven ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Ability to translate complex data into clear, concise, and actionable insights, especially regarding resource allocation and utilization.
• Strong understanding of key SaaS metrics (ARR, churn, retention, LTV, CAC) and operational processes within Customer Success, Support, and Professional Services, including the drivers of professional services profitability and utilization.
• Strong critical thinking and problem-solving abilities.
• Soft Skills:
• Excellent verbal and written communication skills, with the ability to present findings to diverse audiences and conduct workshops for executives.
• Strong stakeholder management skills and ability to collaborate effectively with cross-functional teams.
• Proactive and self-starter with the ability to work independently, manage multiple priorities, and drive projects to completion in a fast-paced environment.
• Demonstrated leadership and project ownership capabilities.