Sr. Data Analyst, Client Services

Description

Hi, We're AppFolio

We're innovators, changemakers, and collaborators. We're more than just a software company - we're pioneers in cloud and AI who deliver magical experiences that make our customers' lives easier. We're revolutionizing how people do business in the real estate industry, and we want your ideas, enthusiasm, and passion to help us keep innovating.

We're looking for a Senior Data Analyst with a strong background in data modeling, data visualization, reporting, and analysis skills to improve the scale and efficiency of our Client Services operations.

Your impact

• Develop reports, dashboards, and data visualizations

• Work with stakeholders in Client Services to establish, monitor, and drive KPIs around cost and time reduction

• Analyze historical data on support cases, response times, customer satisfaction, and operational costs

• Identify trends and insights to optimize operations

• Develop and maintain robust analytics infrastructure

• Design and implement ETL/ELT pipelines to integrate data from various sources

• Ensure data quality through testing, monitoring, and alerts

• Design and enhance data models for analytics use cases and self-service reporting

• Document data sources, calculations, and assumptions for transparency

• Identify data quality issues and implement data governance standards

• Ensure data enablement is in place for BPO, as necessary

• Support DS and CS Ops leadership in evolving operations towards an enterprise-state

• Effectively prioritize and perform against stakeholder requests to maximize operational KPIs

• Closely collaborate with the Senior Data Scientist on data preparation and architecture for machine learning models

• Integrate insights from various machine learning models into reports and visualizations

• Act as a liaison between technical and non-technical stakeholders

Qualifications

• Business acumen - understands key challenges facing our business and partners with key stakeholders to find creative ways to apply data analytics to solve them; connects dots between data & business outcomes

• Technical skills

• Create and maintain data models, tables, and dashboards needed to manage and scale our Client Service teams

• Attention to detail

• Proactively checks all work for errors and does not let important details slip when it comes to data and its accuracy

• Creative problem solving - able to use creativity and curiosity as tools to pick apart any problem, producing a solution which is relevant and realistic

• Efficiency - able to quickly iterate on data generation and refinement. Look for ways to improve processes to maximize efficiency and remove redundancy

• Curiosity - always striving to learn more, keeping up to date with the latest tools and techniques being applied in the industry.

Must have

• Bachelor's Degree in a STEM field and a minimum 4-6 years experience

• Advanced SQL + analytics engineering experience

• Strong grasp of statistical and analytical techniques to uncover patterns and trends in data - demonstrating the ability to pair methodology with problem space

• Strong mathematics, statistics, analytical, and problem-solving skills

• Experience using cloud-based databases/technologies and working in collaborative environments with version control

• Listening and interpersonal skills; ability to support, work, and communicate with cross-functional partners in both technical and business terms

• Highly self-motivated and directed

• Ability to effectively prioritize and execute tasks in a high-pressure environment

Nice to Have

• Experience in the Client/Customer Services domain

• Experience scaling/automating business processes

• Experience using DBT (Data Build Tool)

Compensation & Benefits

The base salary/hourly wage that we reasonably expect to pay for this role is: $100,000-$140,000

The actual base salary/hourly wage for this role will be determined by a variety of factors, including but not limited to: the candidate's skills, education, experience, etc.

Please note that base pay is one important aspect of a compelling Total Rewards package. The base pay range indicated here does not include any additional benefits or bonuses/commissions that you may be eligible for based on your role and/or employment type.

Regular full-time employees are eligible for benefits - see here.

Why AppFolio

Grow | We enable a culture of high performance, where delivering results is recognized by opportunities for growth and compelling total rewards. Our challenging and meaningful work drive the growth of our business, and ourselves.

Learn | We partner with you to realize your potential by investing in you from the start. We're cultivating a team of big thinkers through coaching and mentorship with our best-in-class leaders, and giving you the time and tools to develop your skills.

Impact | We are creating a world where living in, investing in, managing, and supporting communities feels magical and effortless, freeing people to thrive. We do this by innovating with purpose while cultivating a culture of impact. We learn as much from each other as we do our customers and our communities.

Connect | We excel at hybrid work by fostering an environment that feels flexible, personal and connected, no matter where we are. We create space to fuel innovation and collaboration, and we come together to celebrate, connect, and succeed.

Paddle as One.

Learn more at appfolio.com/company/careers

Statement of Equal Opportunity

At AppFolio, we value diversity in backgrounds and perspectives and depend on it to drive our innovative culture. That's why we're a proud Equal Opportunity Employer, and we believe that our products, our teams, and our business are stronger because of it. This means that no matter what race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, physical or mental disability, or veteran status, you're always welcome at AppFolio.

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