Customer Experience Data Analyst

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the global leader in reputation experience management. With its SaaS platform, Reputation technology has managed tens of millions of consumer reviews and consumer interactions across hundreds of thousands of online points of presence for global companies spanning nearly every industry vertical. 

Reputation was ranked for the second year in a row in G2’s Top 100 Best Software list for 2022 as a part of its annual Best Software Awards. Recently, Reputation was named to the Forrester Wave For Customer Feedback management platforms and was recognized by Forrester as one of the most significant social suite vendors. Additionally, Gartner named Reputation to the 2021 Gartner Magic Quadrant for Voice of the Customer. 

Why work at Reputation?

• Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.

• We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022. 

• Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.

• Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.

• The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: We exist to forge relationships between companies and communities.

We are seeking a skilled and data-driven Customer Experience Data Analyst with expertise in data science to join our Expert Services team. The ideal candidate will develop tools, manage SQL databases, and work closely with engineering teams to leverage AI and LLMs for customer comment analysis. This role will be crucial in identifying trends and insights from large datasets, enabling efficient decision-making and strategic improvements for our clients.   This individual will be part of the Global Professional Services team, under the Expert Services branch partnering with Customer Success Managers for paid engagements. 

Responsibilities: 

• Tool Development: Create tools for Expert Services to streamline client deliverables and drive efficiency across the team.

• SQL Database Management: Build and maintain a repository of SQL queries that enable Expert Services to extract and analyze data efficiently.

• AI & LLM Integration: Collaborate with the Reputation Data Science team to develop tools utilizing LLMs/AI for summarizing customer comment data.

• Data Analysis & Predictive Modeling: Analyze large datasets to uncover patterns, trends, and relationships using statistical modeling and predictive analytics.

• Automation & Reporting: Support custom reporting initiatives by automating data extraction and visualization processes.

• Data Management: Occasionally assist the Social Insights team with data management tasks to improve data quality.

• Data Integrity: Ensure all data is accurately cleaned, transformed, and validated for consistency and reliability.

• Internal Partnerships: Alongside partnering with data science, engage with the product team to identify optimization opportunities that reflect upcoming needs for clients.

Qualifications: 

• 5+ years of experience in data analysis, data science, or analytics roles, with a focus on customer experience, AI integration, and SQL-based data solutions

• Degree in Business Analytics, Mathematics/Statistics, Data Science or Computer Science pr