Business Analyst - Customer Success
CallMiner, United States
Job Description
As an integral part of the fast-growing CallMiner Customer Success Team, which is responsible for delivering Professional Services; the Business Analyst supports successful implementation and adoption of interaction analytics software solutions across diverse verticals. Responsibilities include expert data/business analysis, analyst coaching amp; training, defining objectives for consulting projects, providing direction, platform expertise, best practices amp; process development. This role ensures customers follow best practices and to enable speed to value and achieve ROI. Additional responsibilities may include evaluating multi-channel data sets for actionable insights, presenting key findings to customers, and providing ongoing thought leadership to stakeholders. The position requires a highly disciplined self-starter, who thrives on managing project with conflicting priorities. A balance of technical and soft skills is essential. Interest in artificial intelligence, machine learning, data modeling, API extraction and sequel query is a plus. Analyst with bilingual skills encouraged to apply.
Requirements
- Bachelor's Degree in appropriate field of study or equivalent work experience
- Detail oriented, analytical, and inquisitive
- Ability to work independently and with others
- Strong understanding of business strategy, data visualization, and process improvement
- Knowledge of basic syntax, Boolean search operators, and database query language
- Detail oriented and familiar with iterative analysis and testing processes
- Ability to adjust quickly and with minimal effort to an agile work environment and manage multiple projects and priorities
- Aptitude for working with users of many skill levels and personalities
- Familiarity with Contact Center operations is a plus
- Familiar with organic data discovery methods
Primary Responsibilities:
- Thorough quality control amp; peer review of content built; mentor network of power users by teaching advanced search techniques, creative business solutions amp; real-world application.
- Configure customer databases from within the CallMiner User Interface including query building amp; tuning to evaluate and improve patterns of language for driving business insights
- Automated scoring amp; topic identification analyzing recorded audio, chat, social media, and email to uncover trends and opportunities
- Deliver high quality Professional Services projects (primarily data analyses) aligned with scope, timelines amp; ROI expectations
- Deep understanding of metadata and Key Performance Indicators; diligently capturing combinations of keywords amp; phrases within the system for optimal configuration of Search Based Categories
- Manipulate data inside and outside of CallMiner Platform
- Compile observation reports and deliver briefings; utilizing deep dive, root cause, SWOT, regression and other analysis methodologies
- Drive customer value by delivering quantifiable results and recommending organizational change initiatives
- Provide thought leadership on use cases
- Communicate any barriers impacting customers’ success to management
- Deliver training and client certifications
- Contribute to webinars and white papers as needed
Benefits
About CallMiner
CallMiner is the global leader in conversation intelligence. Powered by AI and ML, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth and transformational change. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.
CallMiner's core set of values from teamwork and ownership to success and joy serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.
Our strong commitment to a positive workplace has earned us the recognition of a 2021 Top Place to Work by the Boston Globe and a 2022 Top Workplace USA by Energage.
Benefits + Perks
At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide the coverage options and flexibility to meet both individual and family ne