Analytics Services Manager - Customer Success

$70,000 - $90,000/Yr

Invoca - Santa Barbara, CA

Full-time - Mid Level

Remote - Santa Barbara, CA

251-500 employees

Professional, Scientific, and Technical Services

About the position

Invoca is seeking an Analytics Services Manager to join our Customer Success Team. This role focuses on delivering meaningful insights to key customers, helping them realize the value of their data through analytics consulting and data management. The manager will work with large data sets, transform data, mine for insights, and create compelling presentations, collaborating with various teams within the organization.

Responsibilities

• Organize large data sets and create meaningful insight-driven presentations for Invoca customers.
• Complete analysis for customers, providing quantifiable insights and recommendations to improve their business issues and goals.
• Create visualizations of data and trends.
• Provide support for customer-facing review meetings and enable CSMs to present analytics data.
• Complete reporting requests for customers, including scoping and completing new or custom reports for executive business review meetings.
• Identify interesting insights and trends in reporting.
• Conduct data audits to evaluate platform efficiencies and reporting accuracy of phone call analytics.
• Listen to random samples of phone call recordings to detect key performance indicators and compare results against automated AI models.
• Utilize audit results to identify trends and areas for improvement.

Requirements

• Bachelor's degree or equivalent related work experience.
• Certifications in Analytics or Data Science.
• 2+ years of experience in Customer Success Management, Marketing Analytics, Insights Management, or analytical Professional Services.
• Strong skills in Excel, Google Sheets, and Google Slides.
• Experience in mining large data sets for insights and presenting them in a non-technical way to customers.
• Experience managing multiple customer projects simultaneously with excellent time management skills.
• Experience working with cross-departmental teams within a SaaS organization.
• Advanced presentation skills demonstrating technical proficiency and good interpersonal skills.
• Ability to assess customer requirements and demonstrate proposed solutions.

Nice-to-haves

• Strong working knowledge of a conversation intelligence platform.
• Experience with machine learning and AI models.
• Experience with Adtech and Martech platforms such as Google Ads and Google Analytics.

Benefits

• Paid Time Off starting at 20 days for full-time employees, plus 16 paid holidays and 10 days of Compassionate Leave.
• Healthcare program including medical, dental, and vision coverage with multiple plan options.
• 401(k) plan with a company match of up to 4%.
• Stock options for all employees.
• Employee Assistance Program for well-being support.
• Paid Family Leave of up to 6 weeks for baby bonding, adoption, and family care.
• Paid Medical Leave of up to 12 weeks for childbirth and medical needs.
• Sabbatical with an additional week of PTO and a bonus after 7 years of service.
• Wellness Subsidy for gym memberships and fitness classes.