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Guideline
is hiring
Business Analyst, Customer Success
About Our Company
Everyone should have a simple, affordable way to save for retirement. At Guideline, our plans are low cost and highly automated. This makes it easy for companies to offer a valuable benefit—and easy for people to invest in their financial future with confidence.
Job Description & Responsibilities
Guideline is seeking a Customer Success Business Analyst to join its growing Customer Success Team. In this role, you will review, analyze, and present insights on our Customer Success data. You will also be involved in implementing and providing ongoing operational support for Customer Success team’s tools and platform (Salesforce). This role is highly collaborative and impactful, working cross functionally with key stakeholders and teams across the organization to directly impact top level business metrics, KPIs, and interpret customer trends.
What You Will Work On
- Split 70% Data Analytics / 30% Operational Improvements
- Perform in depth reviews of customer trends to define new customer experience and process improvement opportunities
- Build out reporting for interdepartmental transparency on a regular cadence
- Monitor and streamline our client feedback loop (NPS)
- Collaborate with team SMEs to update and maintain team SOPs and workflows
- Collaborate cross functionally with product, operations, compliance, engineering, sales and our CFPs in order to identify areas for improvement of the customer experience
Requirements
What We’re Looking For
- 3+ years experience in data analytics, project management, operations
- Strong SQL skills and data visualization tools (Looker)
- Experience administering customer support platforms and CRMs (Salesforce, Zendesk, Desk.com)
- Excellent verbal and written communication skills
- Adaptable, with the ability to pick up new technologies
- Creative, with analytical problem-solving skills
- Flexible - we’re moving fast, so the ability to constantly adapt to new conditions is a must
- Bachelor’s degree preferred (or equivalent field-related experience)
What we offer
Offer Package
The expected Salary Range for this position is $82000 - $109000 annually. Compensation is determined by numerous factors such as your qualifications, experience, and work location.
Additional benefits:
- Flexible vacation policy
- Company equity
- 401(k) with matching contributions
- 100% paid employee insurance coverage
- Annual learning and development stipend
- Parental leave
- Sabbatical after 5 years of employment
Guideline provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Employment open to residents of CO, FL, MA, MD, ME, NC, NY, TX, and WA. Guideline is committed to protecting the privacy and security of the personal information of our applicants. Please refer to Guideline's Privacy Policy for information about our privacy and security practices.
