Job description
Quiq, a leader in enterprise agentic AI for customer experience (CX), is looking for a dynamic and experienced Customer Success Analytics Analyst or Manager to join its growing team. This pivotal role will focus on developing robust reporting methodologies, creating value-driven reports for enterprise clients, and collaborating with engineering to enhance the analytics capabilities of Quiq’s cutting-edge platform.
The ideal candidate will have a proven track record of working directly with enterprise customers in an analytics capacity. They will be responsible for defining and building out reporting templates that demonstrate the value and usage of Quiq’s solutions. A key aspect of this role will be translating complex data into actionable insights that help customers understand the return on their investment in Quiq’s technology. As well as identifying additional opportunities and use cases at our customers based on the data we are working with them on.
The output from this position will also inform Quiq’s engineering and product teams to help define and design improvements to reporting and analytics within the Quiq platform. This includes identifying key metrics, designing new reporting features, and ensuring that the product provides deep, actionable insights for customers.
We are looking for a data-driven individual who is passionate about customer success and has a deep understanding of how to translate data into value. This role is critical to helping our enterprise customers succeed and to the continued innovation of our platform.
Key Responsibilities:
- Develop and standardize reporting methodologies and templates for customer success.
- Work directly with enterprise customers to identify the goals the customer wishes to achieve from our product and to analyze the customer’s data to determine the achievement of those goals..
- Analyze customer data to identify trends, insights, and opportunities for improvement.
- Perform conversational analysis with data to identify opportunities for improvement.
- Collaborate with the customer success team to monitor customer health and proactively address potential issues.
- Partner with the engineering and product teams to define and prioritize reporting and analytics features.
- Translate customer feedback and reporting needs into enhancement requests for the product roadmap.
Required Qualifications:
- Proven experience in a customer-facing analytics role, preferably within a B2B SaaS company.
- Expert level knowledge of contact center operations, preferably including the performance measurement of AI and human agents.
- Demonstrated ability to create and present value and usage-based reports to enterprise clients.
- Strong analytical and problem-solving skills with proficiency in data analysis tools such as SQL and data visualization platforms like Tableau.
- Experience working collaboratively with engineering, product, and customer success teams.
- Excellent communication and presentation skills, with the ability to convey complex data in a clear and concise manner.
Ideal Experience:
- Prior experience with Agentic AI for customer service, with an understanding of how to measure the ROI of AI solutions.
- Experience in conversational analysis
Benefits and Perks:
- Market competitive total compensation package
- 100% company paid family medical and 100% individual dental and vision insurance coverage
- Flexible, unlimited vacation policy
- Stock options
- Strong company culture
Quiq is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure people feel supported and connected at work. Applicants need to have the authority to work in the US.
