Senior Customer Insights Analyst

🕒 Maio 19

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $117.000 - $153.000 / ano

⏰ Tempo Integral

🟠 Sênior

🧐 Analista de Negócios

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Lone Wolf Technologies

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1993

🏠 Imobiliário

☁️ SaaS

🛍️ Comércio Eletrônico

Real Estate • SaaS • eCommerce

A Lone Wolf Technologies é um provedor líder de soluções de software para o setor imobiliário. Sua plataforma, conhecida como Lone Wolf Foundation, é uma solução completa projetada para ajudar profissionais do setor imobiliário como agentes, corretores e MLSs a gerenciar vários aspectos de seus negócios de forma eficiente. As ofertas de produtos da empresa incluem publicidade digital, análises, ferramentas de back office, CRM, eSignature, intranet e mais, todas voltadas para otimizar fluxos de trabalho de transações, interações com clientes e gestão de negócios. A Lone Wolf Technologies se concentra na integração de ferramentas digitais para melhorar a eficiência operacional dos profissionais do setor imobiliário em toda a América do Norte.

Descrição

• Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer. • Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns. • Build recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders that highlight major drivers of customer friction and churn risk. • Develop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causes. • Lead root cause analysis for high-priority escalation and cancellation themes, including gathering inputs from Salesforce, support systems, customer feedback, and future customer success platform data. • Facilitate cross-functional working sessions to align on root causes, prioritize the issues with the greatest customer and business impact, and define action plans with clear owners and milestones. • Track remediation plans through completion and measure whether actions taken are reducing repeat escalations, improving customer sentiment, and lowering avoidable churn. • Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks with business leaders. • Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers so trend reporting is consistent and actionable. • Partner with Operations and Systems teams to improve the data model, fields, workflow design, and reporting structure in Salesforce. • Serve as a key CX Insights stakeholder in the utilization of the company’s future customer success platform, helping optimize requirements for health scoring, risk tracking, alerts, dashboards, and retention analytics. • Ensure that new processes and systems support reliable root cause capture, closed-loop action management, and executive visibility into customer risk themes. • Partner with Customer Success leadership to improve how at-risk accounts, escalations, and cancellation signals are identified and categorized. • Work with Product teams to quantify the impact of product defects, usability issues, missing capabilities, and integration friction on customer experience and retention. • Collaborate with Support leaders to identify process breakdowns, service quality issues, and recurring case drivers that contribute to escalation volume. • Support CX and executive leadership with data-backed narratives for monthly business reviews, quarterly business reviews, strategic planning, and retention-focused initiatives.

🎯 Requisitos

• 5+ years of experience in customer insights, business analysis, CX or CS operations, analytics, or a related role, ideally in a B2B SaaS or subscription-based business. • Strong experience working with Salesforce data and translating CRM, support, and customer feedback data into actionable business insights. • Experience building dashboards, trend analyses, and executive-ready reporting using spreadsheet tools and business intelligence platforms. • Demonstrated ability to conduct structured root cause analysis and connect customer-facing symptoms to underlying operational or product issues. • Strong communication and storytelling skills, including the ability to present findings and recommendations clearly to senior stakeholders. • Proven ability to influence cross-functional teams and drive accountability without direct management authority. • Experience supporting or defining requirements for customer success technology, customer health frameworks, or retention analytics is strongly preferred.