Customer Data Analyst

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Ookla

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2006

📡 Telecommunications

🏢 Enterprise

Telecommunications • Enterprise

Ookla is a leading provider of network intelligence and connectivity insights. The company offers a wide range of solutions including network planning and optimization, service disruption management, and network testing. Ookla's products, such as Speedtest, Downdetector, and Ekahau, are used by mobile network operators, internet service providers, governments, and enterprises to enhance digital experiences and optimize network performance. Ookla also provides market reports and data-driven insights that inform policy and infrastructure decisions related to telecommunications. Trusted by consumers, businesses, operators, and governments worldwide, Ookla plays a critical role in measuring and analyzing network performance and quality of service.

📋 Description

• Collect and gather customer data from CRM systems, project management tools, customer success platforms, support ticketing systems, and other databases • Clean, validate, transform, and manage data to ensure accuracy, integrity, and consistency • Develop and maintain data pipelines and data models • Conduct exploratory data analysis on customer behavior, service utilization, project outcomes, and customer satisfaction • Apply statistical techniques and data visualization methods to extract insights • Analyze Professional Services KPIs including project profitability, service delivery efficiency, customer adoption, time-to-value, and customer retention • Identify opportunities for process improvement, service optimization, and enhanced customer engagement • Design and generate regular and ad-hoc reports and dashboards • Present data-driven recommendations and actionable insights to Professional Services stakeholders • Define reporting requirements and maintain documentation for data sources, methodologies, and reporting processes • Partner with Professional Services leadership to define data-driven strategies and objectives • Support project teams and consultants with analysis for project planning, execution, and risk mitigation • Identify at-risk customers and opportunities for proactive engagement • Contribute to data literacy within the Professional Services team

🎯 Requirements

• Bachelor's degree in a quantitative field such as Data Science, Statistics, Mathematics, Economics, Computer Science, or a related discipline • 3+ years of experience in a data analysis role, preferably within Professional Services, SaaS, or a technology-focused organization • Ability to collect, clean, analyze, and interpret complex datasets from various sources • Proficiency in SQL, Python, Pandas, NumPy, Matplotlib, Seaborn, and data visualization tools such as Tableau, Power BI, or Heavy.ai • Experience with CRM systems such as Salesforce • Experience with customer success platforms such as Gainsight or ChurnZero • Understanding of statistical concepts and methodologies • Excellent communication and presentation skills for technical and non-technical audiences • Strong problem-solving and critical-thinking skills with attention to detail • Ability to work independently and collaboratively in a fast-paced environment • Strong understanding of Professional Services methodologies and customer lifecycle management is a plus • Background check required • Preferred: experience with data warehousing concepts and technologies • Preferred: familiarity with machine learning techniques and business applications • Preferred: experience building and maintaining data pipelines using ETL tools • Preferred: certifications in relevant data analysis or business intelligence tools