CX Operations Analyst

About Recurly: Recurly, Inc., a SaaS company, provides a versatile subscription management platform to manage the entire subscription lifecycle for market-leading brands worldwide. Subscription businesses such as Sling TV, FabFitFun, Cinemark and Fubo.tv depend on Recurly to harness the power of the subscription model and drive recurring revenue growth. Since its launch in 2009, Recurly has deployed subscription billing for thousands of companies across 55 countries. Our platform empowers billions of credit card transactions and has enabled customers to recover nearly $1.3 billion in revenue in 2024. Recurly is backed by Accel-KKR, a leading technology-focused private equity firm with over $10 billion in capital commitments. The partnership offers Recurly access to significant capital and resources to make continued investments in technology and platform innovation and expand our go-to-market initiatives. We are looking for a data analyst to join our dynamic and fast-paced business analytics team. The business analytics team supports Recurly employees by ensuring they have the right data and insights at their fingertips. This role will support that goal by creating data models to prepare Recurly’s vast and complex data for dashboards. Responsibilities Support business leaders and teams across the Customer Experience department to drive insights that generate value for those teams Ensure that customer health metrics, reporting and data points are effectively measured, reported and analyzed Work closely with Customer Success and Revenue Operations departments to ensure all data in gainsight is accurate and actionable for the Customer Success Team Identify patterns in the data, formulate a hypothesis with the team, and test these hypotheses to provide actionable insight to the organization Create Data Visualizations, Slides and Dashboards for key stakeholders Present findings and get feedback from key stakeholders (marketing, sales, product, customer success, etc.) Be able to troubleshoot data hygiene and quality issues and develop an understanding of Recurly’s data structure Respond to ad-hoc requests for information from team members and other requestors by asking questions, identifying relevant data needed to satisfy the request. Work directly with the VP of Customer Success, Chief Customer Officer, and other CX team leaders to produce reports, slides and dashboards needed by the CX organization Ability to turn ambiguous data requests into tangible results Bachelor's Degree in a quantitative or data related field (Statistics, Mathematics, Data Science, Computer Science etc) and 0 to 2 years of work related experience Solid understanding and ability to write SQL Strong written and verbal communication skills Familiarity with Gainsight or a strong desire to learn Experience with data analysis using Excel or Google Sheets Work and communicate effectively with technical and non-technical business teams. Bonus Points Experience with Customer Success operations in a B2B environment Experience with Google BigQuery, or similar, and the Google Cloud Platform Experience with Gainsight Experience with dbt and Github or other data modeling tools As a full-time employee, we offer competitive benefits programs and perks designed to fit your needs and the needs of your family. Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law. Recurly is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at #J-18808-Ljbffr