Customer Insights Analyst (EdTech, SaaS)

Interplay Learning, the leader in immersive learning for the skilled trades, now includes Industrial Training International (ITI), the global leader in specialized industrial learning solutions.

Leveraging instructor-led training, online simulations, AI, and VR, Interplay helps organizations and educational institutions upskill faster, reduce risk, and increase operational readiness. With nearly 600,000 people trained, Interplay is shaping the future of workforce development, building better careers and better lives. Visit www.interplaylearning.com to learn more.

Awards & Recognition: 

• 2024 Facilitiesnet Readers' Choice Award Winners for Software
• Forbes 2024, America's Best Startup Employers
• 2024 Fast Company Most Innovative Companies
• 2024 AHR Expo Innovation Awards Winners for Software
• Built-In, Best Midsize Places to Work In Austin 2023 & 2024

Position: Customer Insights Analyst

Interplay Learning is an innovative impact-driven EdTech company that uses the power of VR and simulations to teach the trades. Our customers range from large enterprises to mom & pop shops, technical high schools and higher education institutions to correctional facilities helping create better opportunities for incarcerated individuals re-entering society.

We truly believe in our motto - Better Careers, Better Lives - for our customers and our employees. We hire intentionally, and responsibly; and we never experienced layoffs as a result. We prioritize being a healthy business, and that means we get scrappy and creative to delight our customers. 

We are seeking a Customer Insights Analyst to support our Customer Success organization. You will sit on the Data team and collaborate with Analytics Engineers to deliver useful insights to the business. You will play a pivotal role in shaping our QBR process and using data to empower the customers of our VR training platform. You will work cross-functionally to do deep analyses of customer behavior to inform metrics and benchmark design.

What you’ll do:

• Support our Customer Success Managers with QBR preparation. You will design standard metrics to share with all customers and dive for insights to help tell a richer story and drive retention for strategic customers.
• Perform analytics deep dives into customer behavioral data to understand what drives adoption and retention, explore user and customer clustering and benchmarking, and help inform metrics and KPIs to track customer health.
• Work closely with all roles across the Customer Success organization to deeply understand their workflows and how you can empower them with data.
• Create visually engaging reports and dashboards for effective communication of insights.
• Complete ad-hoc data requests with an eye towards making them into reusable tools.
• Collaborate with technical and non-technical stakeholders, bridging the gap between a business problem and technical solution.

Who you are:

• A self-starter: You have a strong disposition to thrive in ambiguity, taking initiative to create clarity and forward progress.
• A great communicator and storyteller: You are able to clearly communicate the results of your analysis and tell the “so what” story effectively to business stakeholders. You are proactive in communicating with your team members and you speak up when you need help.
• Collaborative team player: You value team success over ego. You will engage in spirited discourse, but can disagree and commit if the team chooses another path.
• Detail-oriented: You triple-check your numbers, and ask the clarifying questions. You have strong problem-solving and analytical skills.
• A builder: You’re enthusiastic about establishing the foundations of a data team and their tools from scratch. You are excited by automating the boring stuff.
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