Customer Success Data Analyst

Headquartered in Birmingham, Alabama, Moultrie Mobile (www.moultriemobile.com) is a rapidly scaling software and cellular camera platform used by hunters, property owners, jobsite managers, and others for real-time remote monitoring. We take pride in developing deep user understanding, obsess about the details, and go the extra mile to show our users we love them. Moultrie is first and foremost customer driven – hardware, software, marketing, and customer success teams collaborate to deliver a quality user experience. Moultrie Mobile is a division of PRADCO Outdoor Brands, a leader in producing game calls, scents, attractants, game feeders, game cameras, tree stands and fishing lures. PRADCO has been in business since 1894, and we offer the stability and benefits of a firmly established corporation while operating as a growth-focused team with the entrepreneurial spirit of a startup.

We are guided by the following principles: We put the customer first.; We are curious and seek to learn.; We take ownership.; We are grounded.; We win as a team.; We are builders working with relentless energy, urgency, passion, and drive.; We innovate, experiment, and take risks.

We are seeking a Customer Success Data Analyst with expertise in Zendesk administration and a preference for candidates who have experience with Tableau. In this role, you will play a critical part in driving customer success by leveraging data to optimize support processes, improve customer experience, and provide actionable insights for continuous improvement. The ideal candidate will have a strong analytical mindset, experience in managing Zendesk as an admin, and the ability to create impactful visualizations in Tableau to communicate data-driven insights.  *Not offering sponsorhips at this time.

 

Duties and Responsibilities

Data Analysis and Reporting:

• Collect, analyze, and interpret customer success data to identify trends, patterns, and insights that drive decision-making.
• Monitor key customer support KPIs such as first response time, resolution time, customer satisfaction, and ticket volume trends.
• Recommend proactive customer engagement strategies based on metric trends.
• Develop and maintain reporting dashboards in Tableau to present insights clearly to stakeholders.
• Collaborate with Customer Success Supervisors to create and present quarterly business reviews using data to showcase performance and identify opportunities for improvement.

 

Zendesk Administration:

• Act as the primary Zendesk administrator, responsible for configuring and maintaining the platform.
• Manage user roles, permissions, automations, workflows, and integrations to ensure smooth operation of the customer support system.
• Implement Zendesk best practices, troubleshoot issues, and provide technical support for the Customer Success team.
• Create custom dashboards, reports, and filters within Zendesk Explore to provide insights into key performance metrics (KPIs).
• Work with AI, Training and QA teams to customize ticketing workflows and customer communication templates.

 

Customer Success Optimization:

• Leverage customer support data to recommend process improvements, automate workflows, and improve operational efficienc.
• Provide data support for Sustaining Engineering team to prioritize customer issues and feedback for root cause resolution

• Provide data support for strategic initiatives aimed at improving overall customer experience and retention.