This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Analytics Specialist based in the United States.
The Customer Analytics Specialist will play a key role in transforming customer data into actionable insights that improve retention, drive revenue growth, and strengthen customer success. This role offers the opportunity to build and own analytics solutions that help identify at-risk accounts, uncover expansion opportunities, and maximize customer lifetime value. Working closely with Customer Success, Account Management, Operations, and executive leadership, you will develop automated dashboards, predictive models, and AI-powered analytics tools. You will help modernize data-driven decision-making within a growing organization transitioning toward technology-enabled services. The position combines business intelligence, advanced analytics, and process automation to deliver measurable commercial impact. It is ideal for an experienced analytics professional who enjoys solving complex business problems and turning data into meaningful action.
Customer Health and Retention Analytics: Develop and maintain comprehensive customer health scores using key indicators such as order frequency, dispute rates, response times, fill rates, and customer satisfaction. Generate weekly at-risk account reports, identify the drivers behind changing health scores, and build predictive churn models that flag potential customer losses 30–60 days in advance.
Renewal and Expansion Opportunities: Create automated renewal dashboards with win probability estimates and develop monthly analytics to identify opportunities for account expansion. Conduct market share and wallet share analyses, monitor service usage and account activity, and identify opportunities for service-level agreement (SLA) upgrades and additional revenue.
Customer Value Reporting: Produce quarterly customer value reports and prepare executive-level presentations for monthly and quarterly business reviews. Provide data-driven insights to Account Managers, Customer Success Managers, and leadership teams to support retention strategies, customer engagement, and commercial decision-making.
Data Infrastructure and Reporting Automation: Maintain reliable connections between internal databases, customer relationship management (CRM) systems, and business intelligence platforms such as Power BI and Tableau. Build and maintain dashboards with automated weekly refreshes, implement alerts when customer health scores cross predefined thresholds, and standardize reporting processes and data definitions.
Data Quality and Cross-Functional Collaboration: Partner with Operations and IT teams to investigate and resolve data quality issues at their source. Respond to internal and customer-related analytical requests, ensuring that insights are accurate, consistent, and suitable for operational and executive-level decisions.
AI and Advanced Analytics: Lead the adoption of AI-driven analytics solutions and collaborate with IT to deploy analytical models into production. Develop AI prompts and self-service query interfaces that enable Account Managers and Customer Success Managers to access insights efficiently, while validating AI-generated outputs for accuracy and reliability.
Continuous Improvement and Performance Measurement: Establish scalable analytics practices that reduce manual reporting and improve the speed and quality of customer decisions. Drive progress toward measurable outcomes, including a 30% week-over-week reduction in accounts with critical health scores, a 50% reduction in manual data extraction time for Customer Success Managers, and 100% on-time delivery of automated reports.
Professional Experience: At least 8 years of experience as a Business Intelligence Analyst, Data Analyst, Customer Analytics Specialist, or in a comparable analytics-focused role.
Business Intelligence Expertise: Strong proficiency in Power BI, preferably, or Tableau, with a proven ability to build dashboards and reports that communicate meaningful insights and drive concrete business actions rather than simply displaying data.
Industry Knowledge: Experience in logistics, supply chain, distribution, or e-commerce fulfillment is required for a strong fit. Familiarity with service supply chain operations and spare parts logistics is particularly valuable, with spare parts experience strongly preferred.
Data Integration and Systems: Experience connecting to and analyzing data from enterprise resource planning (ERP) systems and warehouse management systems (WMS). Familiarity with CRM data structures and platforms such as HubSpot, Salesforce, or Pipedrive is also important.
Analytical and Technical Skills: Working knowledge of Python or a comparable programming language for data analysis, including experience with pandas and basic statistical methods. Ability to develop predictive models, evaluate customer health indicators, identify trends, and translate complex datasets into practical recommendations.
Business Acumen: Ability to understand commercial objectives, translate business questions into clear data requirements, and develop analytical solutions that support customer retention, revenue expansion, and operational efficiency.
AI and Automation Mindset: Interest in applying AI tools and advanced analytics to improve reporting, automate repetitive work, and make insights more accessible. Ability to validate AI-generated results and maintain high standards of data integrity.
Communication and Collaboration: Strong written and verbal communication skills, with the ability to explain analytical findings clearly to technical and non-technical stakeholders, including customer-facing teams and senior executives.
Customer-Centric Approach: A proactive, customer-focused mindset and the ability to collaborate with Account Managers and Customer Success Managers to ensure that analytics address real customer needs and support measurable outcomes.
Ownership and Adaptability: Strong problem-solving skills, attention to detail, and the ability to work independently, manage competing priorities, and continuously improve analytics processes in a changing business environment.
Work Authorization: Must have the current and continuing right to work in the United States without restrictions or expiration.
Competitive Compensation: Salary information was not specified in the provided job description.
Remote Work: Fully remote position, offering flexibility in where you work within the United States.
Strategic Impact: Opportunity to directly influence customer retention, revenue growth, and customer success through data-driven decision-making.
Technology and Innovation: Hands-on experience with business intelligence platforms, predictive analytics, AI-powered tools, and reporting automation.
Cross-Functional Exposure: Direct collaboration with Customer Success, Account Management, Operations, IT, and executive leadership.
Professional Growth: Opportunity to expand expertise in customer analytics, AI adoption, predictive modeling, and technology-enabled business operations.
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