Lead Forensics

Customer Success Data Analyst

Job description

Customer Success Data Analyst

Location - Portsmouth, UK (hybrid working available)


Lead Forensics are looking for a Customer Success Data Analyst to join our Customer Success team. The Customer Success Data Analyst will play a key role in supporting the success of the CS function by analysing data, spotting trends and producing reports.

Key Responsibilities:

Producing recurring performance management reports and circulating these to management on a regular basis

Running customer feedback and NPS surveys and collating results into management reports

Managing multiple tasks and projects of varying size for example:

Small task: Updating 100 customer records to move them into a different customer segment in the CRM system

Medium task: Producing a graph-based report for Senior Management to review performance

Large task: Splitting historical customer base into multiple cohorts, and monitoring the impact to their performance over time as different processes are changed

Analysing data to identify opportunities for performance improvement

Analysing data to spot trends

Analysing data to spot cause and effect relationships

Spotting errors and anomalies in data

Work closely with our internal CRM development team

Having an awareness of the wider business, so that their analyse can be completed in context

Key skills required:

Proficient user in Microsoft Excel

Excellent analytical and numerical skills

Ability to analyse and produce reports and recommendations

Keen eye for accuracy and detail orientated

Excellent oral and written communication skills

Demonstrate a high level of integrity and professionalism

Experience in using a BI tools such as Microsoft Power BI or Tableau or basic SQL would be advantageous



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