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Customer Success · San Francisco, CA or Remote · Full TimeCustomer Success Analyst

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Customer Success serves as the voice of the customer within our company and the face of Onera to our customers.

The Customer Success team ensures customers get the greatest possible value from our platform and partnership. This team also leads internal strategy projects, helping us reimagine and reinvent as our company grows.

About the Role

The Customer Success Analyst partners closely with Customer Success and Product Delivery to ensure successful delivery of our products to our customers. The Customer Success Analyst will own a segment of our product portfolio and will be responsible for managing customer needs within that segment. You will be responsible for managing production support and any ad hoc enhancement projects. You will also work closely with our Data Engineering team to ensure production issues are analyzed and addressed based on priority.

As a Customer Success Analyst, you will:

  • Be responsible for a segment of the product portfolio.  Responsible for managing day-to-day customer needs for a segment of the product portfolio, including customer communications and analyses.
  • Manage production support. Triage production and data issues once identified. Complete any required analysis to understand root cause.
  • Coordinate with engineering to ensure production issues are analyzed and addressed based on priority. Manage communication to customers to ensure seamless resolution.
  • Manage ad hoc enhancements. Support integrating new customer data into our platform. Work closely with customers to understand data and how it will be delivered based on our specifications. Work closely with delivery engineering to translate data into the product platform.
    Own analytics. Identify opportunities within customer data that will enable us to better support our customers and improve our product platform.

About You

  • You have strong analytical skills. You can generate and communicate data-driven analyses.
  • You have strong communication skills. You have excellent verbal and written communication skills with the ability to document and communicate technical information to non-technical audiences.
  • You’re partnership-driven. You enjoy working with customers and are excited about building relationships.
  • You’re collaborative. You have experience and enjoy working closely with product and engineering teams — both internal and external.
  • You are technically savvy. You can effectively work with engineers to understand technical requirements and align with customer data.
  • You have excellent planning and organizational skills. You can prioritize customer needs while balancing the best outcomes for our business.
  • You enjoy the details as much as the big picture. You can both dive “into the weeds” with a working team, and communicate high-level strategy and results to executives.
  • You are proactive. You see issues and jump right in to address and improve.
  • You’re hungry and humble. You believe that every question deserves to be answered, and every perspective is worth hearing.

 

The Ideal Candidate

  • Minimum 2-3 years in data analyst, consultant, or other client services role
  • Highly analytical, comfortable with complex concepts, and experienced or interested in analyzing large data sets; recommended experience using scripting tools like Python or Bash as well as query language like SQL or other data analytics tools
  • Experience identifying and solving a range of business and technical problems
  • Experience managing discrete projects and project timelines
  • Comfortable operating with limited direction or, sometimes, complete ambiguity—but always with support and enthusiasm from your fellow teammates

 

About Onera

We believe in creating a safe, engaging environment for our team, customers, and partners.  We also believe our team is its best when we bring our authentic selves to work. Onera is committed to celebrating and promoting diversity in our workplace, and is proud to be an equal opportunity employer. 

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