Location: New York, New York, United States
URL:http://www.returnpath.com/
Posted: 1/23/2013
Job Description:
The Client Success organization exists to provide efficient, data-driven root cause analysis to all RP client groups across all product lines. The Client Success team is obsessed with viewing and analyzing RP's toughest problems from a logical, systematic and data-driven perspective with speed, accuracy and enthusiasm. To accomplish this, Client Success team members possess the triple threat combination of mental, analytical and creative skill. The Client Success team lives to rip problems apart and eradicate their recurrence to fuel the organization with product improvements, competitive intelligence and, most importantly, an extraordinary client experience.
The Client Success Expert - Data Analyst is a world class analyst of all things data. Client Success Experts have extraordinary analytical skills and can view and analyze both macro/custom data from a very logical, systematic perspective. Client Success Expert - Data Analyst live for challenges problems to solve and thrive on the structured process of breaking down data to its simplest elements while analyzing trends systematically. They also live to provide relevant insight of customer data to allow the team to make concrete data based on factual and concrete information.
Responsibilities:
.Assist Client Success team in building standardized report templates for customer profile tracking
.Analyzes issues, provides recommendations for issue resolution and educates the client on product-related challenges
.Analyzes client delivery performance across a variety of publicly accessible tools, proprietary Return Path tools and data provided by the client to determine most likely root cause(s) of delivery problems
.Contributes to the creation of new data tools to automate reporting processes and increase operational efficiencies
.Provides proactive data analysis, definition, analysis and resolution
.Be the team owner of business metrics by defining key KPIs, tracking and reporting on such
.Provide overall reporting roadmap that simplifies and provide crucial feedback to product teams
.Communicate with other departments within the company as appropriate to resolve Client
.Success data needs and issues
.Serve as a mentor for new hires and less experienced support team members
.Create and innovate root cause analysis to contribute to new product planning
.Provides feedback to product management team on customer needs, operational improvements and overall industry trends
What does it take to be successful in this role?
.5+ years' experience in data analysis serving business customers with enterprise applications
.Innate desire to WOW internal and external clients with simple to understand reports and analysis
.Extremely strong troubleshooting and analytic skills
.Can troubleshoot complex data needs involving the Return Path tools and systems
.Ability to work independently with little supervision and to seek assistance proactively as needed to reach the goals of the department
.Proven ability to interact with executives within customer organizations in a professional, credible manner
.Demonstrated track record of making appropriate suggestions for improvement in the department's processes and goals
.Education (Math, Computer Science, similar) or equivalent knowledge and experience
In addition to the above, you must be a good fit at Return Path. To be successful here, you must demonstrat Personal/Professional Growth, Professionalism, Flawless Execution, and Strategic Thinking; have a Positive Impact and a great Sense of Humor. Visit our website to read detailed descriptions of expectations at each of the 4 levels at RP: (1) Learning, (2) Applying, (3) Guiding and (4) Shaping. This position is categorized at the Applying level.