Job Description
Who we're looking for:
Zendesk is seeking a Senior Data Analyst onsite at either our Mexico City, Mexico office or our Krakow, Poland office to join the Advocacy Analytics team, which supports the Customer Advocacy organization! We are a data driven team, so every major decision starts with data analysis to find opportunity areas and to measure our efforts.
This position will report to the Senior Manager of Advocacy Analytics. You will analyze, track and evaluate the Customer Advocacy programs and distill data insights to optimize its operation. You will lead frequent reviews where you will provide insight into the reasons behind improvements or underperformance on core critical metrics.
Advocacy Analytics is charged with target setting, measurement, reporting and insights generation for the Customer Advocacy organization. You will support functional leaders, redefining data & insights and conducting in-depth analysis on critical initiatives.
The Customer Advocacy team seeks to educate and empower Zendesk's customers to become better users and positively influence future sales.
What you'll be doing:
You don’t know just how to crunch numbers, you are a people person who can connect with both business and technical audiences. You are an extraordinary teammate, a fun fact sharer, looking to encourage and be inspired, not needing sole credit for wins and able to support others selflessly. You actually enjoy a challenge and see 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 bring to the role:
Work with customer advocacy leaders to define business and operational important metrics
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)
Build foundational reporting to track the health of Customer advocacy programs and plan a long-term reporting roadmap.
Participate in weekly critical metric reviews and be prepared to present the root cause of underperformance or improvements.
Partner with extended analytics teams (from Marketing, Web/SEO, xDR, 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 thorough about monitoring metric performance and don't hesitate to point out new trends or flag potential issues.
Basic Qualifications:
BS/BA degree in business, statistics, data science, engineering
2+ years of experience in data science, business analytics, revenue analytics, marketing analytics, product analytics and/or customer analytics
Track record of creative thinking with a focus on consistent improvement on existing processes and programs to take our customer advocacy to the next level.
Reporting and BI development experience. Proficient in SQL coding
Experience with Tableau, MicroStrategy, Looker or similar BI tools
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 important metrics
B2B marketing experience a plus
Scripting in Python or R a plus
MS in statistics or MBA a plus
Fluent in English
Preferred Qualifications:
Experience: At least 4+ years of experience in data science, business analytics, etc. Experience at a senior level would be preferred
Technical skills: Proficiency in SQL, Bi tools such as Tableau, Looker etc. Experience with Python
Communication skills: Excellent verbal and written communications skills in Spanish + English
Where We Work:
In-Office:
This role will be onsite at our Mexico City, Mexico office or onsite at our Krakow Poland office Tuesday, Wednesday, and Thursday - with remote flexibility Monday/Friday.
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The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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 peopleandplaces@zendesk.com with your specific accommodation request.