About this role
What you will get to do:
Customer Health & Retention Analytics
- Build and maintain a customer health score combining order frequency, dispute rate, response time, fill rate satisfaction, and other key indicators
- Produce weekly "at-risk account" reports (red/yellow/green) with specific drivers of score changes
- Develop a churn propensity model that flags accounts 30-60 days before potential churn
- Automate renewal dashboards with win probability estimates
- Support internal and customer data analysis requests for executive and board-level decision making
Expansion Signal Analytics
- Generate monthly insight views and reports to identify expansion opportunities
- Perform market share analysis to identify wallet share movement
- Track service behavior and activities by account and surface SLA upgrade opportunities
- Produce quarterly customer value reports for Account Managers and CSMs to use in customer QBRs
- Build executive-level decks for monthly and quarterly business reviews
Data Infrastructure & Automation
- Maintain connections between their interal database, CRM, and BI tools (Power BI / Tableau)
- Build and maintain dashboards that automatically refresh weekly
- Implement automated alerts to CSM and AM when health scores cross thresholds
- Document data definitions and standardize reporting
- Work with operations and IT to resolve data quality issues at source
AI & Advanced Analytics
- Lead AI adoption for analytics and collaborate with IT to productionize analytic models
- Implement AI prompts and query interfaces for AM/CSM self-service
- Validate AI-generated insights and ensure accurate, quality data for customer-facing teams
- Develop subject matter expertise in new technology platforms and products
What success looks like:
- A 30% reduction in "red" health score accounts week-over-week
- A 50% reduction in CSM time spent on manual data extraction from baseline
- 100% on-time delivery of automated reports
What will make you successful:
- 8+ years as a BI Analyst, Data Analyst, or Analytics Specialist (Power BI preferred)
- Experience in logistics, supply chain, distribution, or e-commerce fulfillment (spare parts experience strongly preferred)
- Proven track record of building dashboards that tell stories and drive action, not just visualizations
- Knowledge of service supply chain and spare parts logistics metrics
- Proficiency in Power BI or Tableau
- Experience connecting to ERP/WMS data sources
- Working knowledge of Python or similar for analysis (pandas, basic stats)
- Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive)
- Ability to translate business questions into data requirements
- Strong verbal and written communication
- Customer-facing and customer-centric mindset
- Must have the current and continuing right to work in the United States of America without restrictions or expirations