Customer Success Operations Analyst with SQL & Tableau

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Customer Success Operations Analyst with SQL & Tableau

Overview
The Customer Success Analyst will support the SessionM Loyalty function by owning and driving analytics for internal and external customer success initiatives. The ideal candidate is someone who can understand and breakdown multiple complex data sets, build reports and dashboards and communicate out findings so that multiple teams can understand areas of improvement and wins. This person should have a keen eye for detail, develop a systematic reporting routine and regularly communicate with various stakeholders throughout the Customer Success department. In addition, we’re looking for a team player who is excited by the challenges of growing and enabling a new function and someone who straddles the line between analyst and communicator.


Role

• Analyze and derive actionable optimizations from key CS metrics
• Organize data sources to make information more accessible and informative
• Create optimal monitoring and visibility by building reports, alerts, and dashboards
• Run ad-hoc reporting, and provide data-drive insights to support key initiatives for the organization
• Calculate & monitor a customer health score backed by account-data driven insights
• Analyze customer feedback, identifying areas of improvement, and developing strategies to increase customer satisfaction.
• Investigate data anomalies and own troubleshooting of issues
• Manage multiple tasks at a time in a fast-paced environment
• Partner with the Data & Insights team at Mastercard to align on data sources, reporting requests and strategy


All About You

• At least 3 years of experience as a Data/Business Analyst
• Proficiency in Tableau, Microsoft Excel, and SQL
• Experience in Customer Success/Support with proven analytics or technical expertise.
• Experience working in Salesforce and Zendesk preferred
• Strong statistical analysis and communication skills
• Self-learning and ability to translate analytic conclusion to business actions
• Business fluent English, both written and spoken
• Experience in the e-commerce or loyalty industries preferred

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.