Job Description
Zendesk is seeking a Marketing Data Analyst, Advocacy Analytics to join the Business Analytics and Operational Excellence team. We are a data driven team, so every major decision starts with data analysis to find opportunity areas and to measure our efforts.
The Customer advocacy team seeks to educate and empower Zendesk’s customers to become better users and positively influence future sales.
You will lead a team whose main responsibility will be to track and evaluate the customer advocacy programs and distill data insights to optimize its operation. You will support frequent reviews where you will provide analysis into the reasons behind improvements or underperformance on core critical metrics.
Who we’re looking for:
You are a great teammate, a fun fact sharer, looking to inspire and be inspired, not needing sole credit for wins and able to support others selflessly. You are a spunky person who actually enjoys a challenge and sees it as an opportunity. Unafraid to admit failure and always eager to find solutions, you are resourceful, self-motivated to learn and unafraid to ask questions in order to grow. More importantly you are someone who feels comfortable wearing many hats and is able to connect the dots when trying to understand the key drivers of business performance.
What you’ll do:
- Work with customer advocacy leaders and the head of Advocacy analytics to define business and operational metrics
- Build reporting tools to Track, measure, and report on critical metrics to demonstrate the value, impact, and return on investment of the customer advocacy programs (by evaluating its impact in revenue retention)
- Participate in weekly critical metric reviews and perform in-depth analytics to distill insights
- Partner with extended analytics teams (from Marketing, Web/SEO, SDR and growth and monetization) to get to data insights quicker.
- Collaborate effectively with multi-functional teams –success/Product, marketing, web, product, sales and our Enterprise Data & Analytics team to achieve maximum results.
- Be rigorous about monitoring metric performance and don’t hesitate to point out new trends or flag potential issues.
Desired Skills and Experience:
- BS/BA degree in business, statistics, economics, or Engineering
- 2+ years of experience in strategy consulting, business analytics, revenue analytics, marketing analytics or customer analytics
- Track record of creative thinking with a focus on consistent improvement on existing processes and programs!
- Reporting and BI development experience. Fluent in SQL coding
- Excellent written and verbal communication skills. Comfortable presenting data and providing recommendations with confidence to senior level partners, even when there is ambiguity involved
- Familiarity with customer advocacy programs and critical metrics
- B2B marketing experience a plus!
About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at www.zendesk.com.
We believe in service. Learn more about how we provide support to our local communities with volunteering, grants and product donations.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees 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, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to benefits@zendesk.com with your specific accommodation request.
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.