Senior Analyst, Customer Strategy & Analytics

The analyst’s mission is to drive retention and growth in the SME (Small Medium Education/Enterprise) customer channel. They aim to build and refine models for analyzing customer demographic and behavioral characteristics so that the Digital Excellence team can deliver personalized customer care and proactive solution support at scale, resulting in growth. 

 
In this role you will get to  

• Enhance Forecast Accuracy and Methodology 
• Forecast quarterly revenue  
• Attain quarterly and yearly vertical target for SME, across Group and Clinical 
• Attain Total Independent growth target (via Expansion, Cross-sell, New Business) 
• Churn reduction: reduce YoY customer churn for SME channel customers 
• Drive insight delivery for key SME playbook initiatives  
• Drive Insight Delivery for Customer Health  
• Create Customer Health Dashboard 
• Utilize SME playbook to accelerate time from insight to action across Riverside 
• Create portion of SME playbook, focusing on learning/iterative loop for customer behavior/usage and corresponding action. 

Disclaimer 
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary. 

Requirements

• Bachelor's degree with a concentration in marketing, economics, or stats preferred.  
• Advanced knowledge of Excel, primarily in data manipulation, statistical functions, and pivot tables 

• Working knowledge of Tableau for data analytics, visualization design, dashboard development and maintenance 
• Communication and presentation skills in PowerPoint to provide effectively bi-weekly updates to Sales and Finance 
• High attention to detail, especially when building the initial draft of the customer-level forecast 
• Comfort working with large datasets to identify trends and provide actionable insights 
• Proficiency in segmenting customers based on demographic and behavioral traits 
• Ability to train stakeholders in Independent Sales Dashboard usage 
• Technical communication skills to guide and motivate Data Engineering/Visualization teams 
• Focus on accelerating time to insights 
• Basic knowledge of statistical analysis for deeper data analysis 
• Understanding of digital marketing KPIs and strategy 
• Ability to gather feedback and drive iterative optimization 
• Prioritization skills for driving action from insights 
• Leadership through motivation and team competence knowledge 
• Collaborative approach to partnerships with Product Marketing, CX, and eComm 
• Ability to measure ROI and set KPIs for the Playbook 
• Keen understanding of the SME customer context, plus a drive to learn more and advocate for the segment within the entirety of Riverside 
• Ability to map customer journeys and identify pain points 

 Physical Requirements for this position  

• Remote  
• Up to 10% travel for off-site team meetings  
• May require stationary positions (sitting or standing) for extended periods.  

Benefits

• Medical, Dental, and Vision plans 
• Company paid basic life and AD&D insurance 
• Company paid short-term and long-term disability 
• Supplemental life insurance options 
• Company paid Employee Assistance Program (EAP) 
• Retirement plan with discretionary company matching 
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options 
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO) 
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Flexible work arrangements 
• Work-from-home expense reimbursement 
• Tuition Reimbursement Program 
• Company orientation and 30/60/90 Day Onboarding 

 
Who is Riverside Insights? 
Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent. Our people and culture are the foundation of our success, and we are committed to fostering a positive and inclusive environment where all employees can thrive, feel valued, and be cared for. 

Riverside Insights is an Equal-opportunity Employer: 
Riverside Insights provides equal employment opportunities to all employees and applicants for employ