LogMeIn

  • Sr. Analyst, Customer Success

    Job Locations US-MA-Boston
    Category
    Customer Care
  • Overview

    This role is directly aligned to supporting our CES Customer Success team.  The CES business unit (BU) is comprised of our Customer Engagement and Support products, including Rescue, GoToAssist, and Bold360.  This role is focused on the below responsibilities for this BU, while maintaining a close partnership with their analyst counterparts on the other BUs.  This includes optimizing common work across BUs to minimize duplication of work, meaning that “horizontal” work is done by one person vs. three.  It also means sharing of insights, best practices, and experiences from within each BU with their analyst counterparts.

    Responsibilities

    • Partners closely with the head of customer success for the CES business unit, sitting alongside them as they develop strategy, build execution plans, and set KPI targets.
    • Analyzes Customer Success focused reporting to derive insights, helping Success leaders to identify the path to improvement, and ultimately achieve KPI targets; recommends solutions to drive greater optimization.
    • Conducts analysis of proposed and existing calls-to-action (CTAs), which guide our team to engage with the right customer at the right time, in service of achieving Success and company targets, partnering with the Customer Success and Operations team to implement modifications or make new additions. 
    • Builds predictive models and leverages statistical algorithms to apply data science techniques to our internal data to address business issues and drive improved outcomes of KPIs, such as retention and expansion of revenue.
    • Partners with other analysts to quantify the value of the Success work being done; continually interrogates the data to ensure that the team is engaging in value-added work which drives direct business results.
    • Develops hypotheses, in tandem with leaders and Success Managers, for how to test out new Success tactics and approaches; owns test design and ensures proper exection and communication of final measurement/conclusions.

    Qualifications

    • 3-5 years of experience in an analytical role (such as customer experience, business, market, competitive or financial) and a track record of successful application of diverse analytical approaches (including but not limited to regression modeling, time series analysis, and decision trees).
    • Preferred, but not required: MS or PhD in a quantitative discipline (Computer Science, Engineering, Math, Statistics, Economics or related fields).
    • Able to find a story in a data set and provide a coherent narrative about a key data insight, including how this impacts both customers and the business as a whole.
    • Good SQL development skills: writing complex queries, transforming data, and mining structured and unstructured data.
    • Experience using R, Python, SPSS, SAS, Matlab, or similar statistical packages preferred
    • Exceptional personal communication and analytical skills
    • Experience using data science to influence customer engagement strategies.
    • Experience with Tableau (or other data visualization tools) preferred
    • Committed to providing objective and unbiased analysis

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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