Manager, Customer Analytics

Zendesk Madison , WI 53706

Posted 2 months ago

Job Description:

This position is part of the Enterprise Data & Analytics (ED&A) team, a high-performing group chartered with delivering a beautifully simple analytics foundation and service that allows Zendesk to scale to a $1 Billion and beyond. Our team focuses on building and maintaining a data platform, easy-to-consume curated datasets, and the muscle to deliver insights for the entire company to make data-driven decisions.

The Manager, Customer Analytics role is responsible for supporting our business partners in the Customer Experience (CX) organization with analytics and insights related to the customer lifecycle and touch points at various points along the way. This role is new and will require significant investment around defining the role within the organization as well as within the ED&A team. This role will manage two analysts that will be working on two areas: Customer Lifecycle and Customer Health. You will be the main point of contact for strategic CX projects such as defining the optimal multi-product experience, measuring and tracking the results of data-driven engagements and usage-triggered flows, and providing analysis and recommendations related to renewal processes.


  • Manage two analysts that will focus on different but overlapping areas of work, namely, Customer Lifecycle and Customer Health

  • Customer Lifecycle: Provide insights to capture lost renewal/upsell opportunities, minimize churn/contraction risks, and identify upsell / cross-sell opportunities

  • Customer Health: Provide analytical support to identify use cases, enable adoption and measure accuracy of Customer Health Index (CHI) scores derived from ML models built by our Data Science team

  • Navigate the unstructured and undefined data infrastructure to join together relevant data from multiple sources in a way that sheds light on customer behaviors and interactions

  • Support our Enablement team to build a more robust data foundation around the customer rather than around individual transactions/events

  • Build strong relationships with internal stakeholders across multiple functional areas to deliver holistic customer insights, including leveraging the knowledge of subject matter experts on product engagement, support experience, sales/success engagements, marketing touch points, etc.

  • Track, prioritize, and project manage projects and requests that is informed by leadership guidance and potential ROI


  • BS/BA or equivalent in a quantitative field e.g., math, statistics, engineering, economics, finance, computer science; MBA preferred

  • MINIMUM of 8+ years experience in Business/Operations/Product Analytics

  • Previous people management experience

Advanced SQL skills a must

  • Familiarity with BigQuery and data visualization tools a plus

  • Previous experience in Sales Operations, Marketing Operations, Customer Success/Customer Operations preferred (within software/SaaS industry a plus)

  • Self-motivated and thrives in ambiguous, fast-paced environments

  • Eager to be a leader at Zendesk in understanding what customer health means, and willing to go deep and learn from co-workers and other CX companies about this aspect of the industry.

  • Strong communication skills, both written and oral, and an ability to listen and understand root needs across many different business units, each with their own perspectives on our customer experience.

  • A seeker of insight, who is driven to use data that, presented in the right way at the right time, allows Zendesk to take action and radically improves the experience of our customers.

  • A proficient data visualizer and empathetic listener, who can design solutions (e.g. reports, dashboards) that significantly improve business in spite of the inevitable issues with data availability, format, quality, source, etc.

  • Deeply passionate about customer health; shares our urgency to find those who aren't getting as much out of Zendesk or are obscured from us, and tee-them-up in a way that enables the rest of the company to help drive business and technical value.

  • Using data to do this over and over at scale for a demonstrable impact.

  • Interested in building advanced data skills, particularly in machine-learning and big-data.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Care Manager Monday Friday 1St Shift

Exact Sciences

Posted 1 week ago

VIEW JOBS 8/10/2019 12:00:00 AM 2019-11-08T00:00 Summary of Major Responsibilities In conjunction with the Exact Sciences Laboratories leadership team, provides support to drive the ongoing growth and development of the Customer Care Center and manages the day-to-day Customer Care Center activities under the direction of the Senior Manager, Customer Care Center. Responsible for evaluation of relevant Customer Care Center metrics and other identified key performance indicators. Aligns with other Exact Sciences Laboratories leadership on strategy and the planful execution of the objectives to support the accomplishment of company goals. Essential Duties and Responsibilities * Provides input on appropriate quality monitoring (i.e. metrics) which is consistent with company Customer Care Center strategy. Oversees the quality monitoring program. * Monitors metrics to ensure incoming and outgoing phone and email contacts are addressed according to company goals. * Manages and executes departmental projects in associated timelines. * Hires, coaches and motivates team; implements and monitors staff productivity and service performance metrics. * Provides on-going coaching to Customer Care Supervisors and Associates to ensure consistent level of service is maintained. Recommends and implements changes to ensure high quality customer service. * Prepares call center performance reports to share with leadership team. * Partners with the ESL training team in the creation of training materials as appropriate. Identifies additional training needs/resources as needed. * Coordinates and takes part in the development and review of training materials and other documents including SOPs and process improvement documents such as procedures as appropriate. Identifies additional training needs/resources, as needed. * Stays abreast of industry standards, best practices, new technological developments and recommends implementation as applicable to our business. * Ensures compliance with all company quality procedures and guidelines including but not limited to Quality Policy, Code of Business Conduct and Ethics. * Ensures familiarity with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.). * Other duties and projects as assigned. * Support and comply with the company's Quality Management System policies and procedures. * Regular and reliable attendance; reports to work on time and follows attendance guidelines. * Ability to work designated work schedule which may include nights and/or weekends. * Ability to listen and speak on the telephone and write simultaneously. * Ability to operate telephone system and computer keyboard and printer. * Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height. * Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and inputs. * Adjust delivery of information to convey a clear message to the intended audience. * Excellent verbal and written English communication skills. * Apply knowledge of call center operations including implementation, training, and performance monitoring. * Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances. * Ability to inspire and motivate others and work effectively through influence and collaboration. * Disciplined, self-motivated and reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner. * Portrays a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization. * Works in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly. * Conducts themselves in a professional manner in all interactions with members of the Exact Sciences team, clients and associates. Qualifications Minimum Qualifications * Bachelor's degree in business administration or related field; or high school degree/general education diploma and 4 years of relevant experience in lieu of degree. * 8+ years of professional experience in customer service, call center, and/or other health care related environment. * 4+ years of leadership experience with demonstrated ability to recruit, assess, motivate and inspire others to achieve success. * Authorization to work in the United States without sponsorship. * Must be 18 years of age or older and legally authorized to work in the United States. * Demonstrated ability to perform the Essential Duties of the position with or without accommodation. Preferred Qualifications * Strong analytical and forecasting skills with demonstrated ability to plan workload, allocate tasks and scale operations to align with business priorities. * Previous work in call center within health care industry. #LI-JS1 We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request. Exact Sciences Madison WI

Manager, Customer Analytics