Customer Success Operations Analyst-(Data Analyst)

### The Opportunity
Customer Success Operations Analyst i s responsible for ensuring that customers have a positive experience with SoundHound products and services throughout the entire customer lifecycle. The primary goal of an Account Manager is to drive customer satisfaction, retention, and growth.

What You'll Do

- Design, build, and continuously iterate a centralized CS command center/dashboard aggregating account health, SLA compliance, CSAT/NPS, escalation volumes, and delivery milestones across all managed accounts.
- Build and maintain dashboards (Power BI, Tableau, Looker, or equivalent — plus custom HTML/JS dashboards where needed) tailored to different audiences (executives vs. operational teams).
- Ingest, clean, and merge data from multiple sources (CRM, support/ticketing systems, conversational AI platform exports, survey tools, spreadsheets) into unified, trustworthy datasets.
- Define, track, and report on SLA/KPI frameworks (uptime, response time, resolution time, containment/escalation rates, CSAT) across a multi-tier client portfolio.
- Reduce manual reporting effort by building repeatable, automated report generation (scripts, templates, scheduled refreshes) rather than one-off manual pulls.
- Go beyond charts — identify trends, anomalies, and root causes in account performance data, and translate them into recommendations for CS leadership and account teams.
- Partner closely with Customer Success Managers, Analytics/Managed Services teams, Product, and Engineering to keep data definitions and reporting logic consistent and accurate.
- Maintain clear documentation of data sources, metric definitions, and dashboard logic so reporting stays auditable and easy to scale.

What You'll Bring

- 3–5 years of experience in Data Analytics, Business Intelligence, Reporting, RevOps, or CS/Sales Ops (ideallyvwithin SaaS, tech, or managed services).
- Strong hands-on experience with BI/visualization tools — Power BI, Tableau, Looker, or similar (Chart.js/custom HTML dashboards a plus).
- Advanced proficiency in Excel/Google Sheets (pivot tables, complex formulas, data modeling).
- Working knowledge of SQL for querying and joining data from multiple sources.
- Experience building or maintaining dashboards that consolidate multiple data sources into a single reporting view (a “command center,” ops cockpit, or executive dashboard).
- Comfort working with messy, real-world data (CSV/Excel/JSON exports) — cleaning, standardizing, and validating before reporting.
- Strong communication skills — able to translate data into a narrative that non-technical stakeholders, including client-facing leadership, can act on.
- High attention to detail and a bias toward data accuracy and validation before anything is shared externally.

### Workplace & Compensation
[Replace with applicable location and workplace templated content below, and the compensation templated content below.] This role is available in India and will be hired into Amelia Global Services, a subsidiary of SoundHound AI.