BI&A Analyst, Customer Experience and Sales
IT, Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Saturday, July 29, 2023
We are currently able to hire full time in the following Canada locations: Ontario, British Columbia, Nova Scotia. If you are located outside of these provinces, you can still be considered as an applicant but the position will be on a contract basis.
82% of small businesses fail due to poor management of cash flow. Our vision is to enable the advancement of Small and Medium-sized Businesses (SMBs) by developing the tools & insights they need to maximize their cash flow. Over 9,000 businesses and their finance teams trust Plooto to automate their financial processes so they can focus on reaching their true potential.
About the Role
We are seeking a talented and driven BI&A Analyst to join our team and play a key role in optimizing our customer experience and sales efforts. As a BI&A Analyst focused on Customer Experience and Sales, you will be responsible for analyzing customer data, sales, customer support, identifying trends, and providing actionable insights to enhance the overall customer journey and drive adoption of our products and services. You will collaborate with cross-functional teams, including Experience, Sales, and BI&A, to align data models, develop reporting structures, and measure key performance indicators (KPIs) that impact customer satisfaction, retention, and growth. This is a critical role that requires a strong analytical mindset, a passion for customer-centricity, and the ability to translate data into meaningful business recommendations.
What You'll Do
- Conduct in-depth analysis of customer experience data, Sales metrics, and support case information to identify trends, patterns, and areas of improvement.
- Collaborate with cross-functional teams to define and measure KPIs related to customer experience and Sales, such as churn reasons, retention rates, CSAT scores, and support case resolution time, conversion metrics and sales touchpoints.
- Develop and maintain data models, reporting structures, and dashboards that provide actionable insights for stakeholders across the organization, including Experience, Sales, and Executive teams.
- Work closely with the Sales team to analyze onboarding survey ratings, customer effort scores, and NPS ratings to drive continuous improvement in the onboarding process and customer satisfaction.
- Collaborate with BI&A members to align data models and reporting structures for holistic analysis of customer-related metrics, including LTV/CAC ratios and overall quality scores.
- Monitor customer feedback channels, including manager and peer reviews, to identify opportunities for improving team performance, enhancing leadership practices, and fostering a positive work environment.
- Stay up-to-date with industry best practices and emerging trends in customer experience, adoption, and data analytics to contribute innovative ideas and approaches to drive customer-centric initiatives.
- Bachelor's degree in Business Administration, Statistics, Data Science, or a related field.
- Experience in CRM tools; having stood up or worked effectively in Salesforce (object and account creations, opportunities and reporting orchestration, reporting and visualization within the tool).
- Proficiency in SQL, Python, or other programming languages for data manipulation and analysis.
- Proven experience as a BI&A Analyst or similar role, with a focus on customer experience, adoption, or customer success.
- Strong analytical skills with the ability to analyze complex data sets, identify insights, and present findings in a clear and concise manner.
- Proficiency in data visualization tools such as Tableau, Power BI, Salesforce, or similar tools.
- Excellent communication skills with the ability to collaborate effectively with cross-functional teams and present insights to stakeholders at various levels.
- Strong attention to detail, organizational skills, and ability to manage multiple priorities in a fast-paced environment.
Nice to Have
- Experience with schema design and data architecture, including the ability to design and optimize data models for fraud detection and risk management systems.
- Familiarity with Customer Data Platforms (CDPs) such as Segment or similar tools, enabling the integration of customer data for enhanced fraud detection and risk mitigation.
Why Become a Plootonian?
If you are looking to make a professional impact, look no further. Plooto is currently in hyper-growth mode, looking to 10x our customer base. Plooto is dramatically changing the payments space in North America. We have delivered an unrivalled product experience to fulfill a growing need in the SMB space. The biggest reason why SMBs close their doors is due to poor management of finances and cash flow. Plooto solves that problem! We have an extremely strong product-market fit with a massive opportunity ahead of us. We are backed by an experienced and diverse group of FinTech veterans. You will have the opportunity to make history and change the course of this sector for many years to come. Join Plooto and be a part of making history.