Customer Analytics Specialist

Customer Health & Retention Analytics

• Build and maintain a customer health score combining order frequency, dispute rate, response time, fill rate satisfaction, and other key indicators

• Produce weekly "at-risk account" reports (red/yellow/green) with specific drivers of score changes

• Develop a churn propensity model that flags accounts 30-60 days before potential churn

• Automate renewal dashboards with win probability estimates

• Support internal and customer data analysis requests for executive and board-level decision making

Expansion Signal Analytics

• Generate monthly insight views and reports to identify expansion opportunities

• Perform market share analysis to identify wallet share movement

• Track service behavior and activities by account and surface SLA upgrade opportunities

• Produce quarterly customer value reports for Account Managers and CSMs to use in customer QBRs

• Build executive-level decks for monthly and quarterly business reviews

Data Infrastructure & Automation

• Maintain connections between their interal database, CRM, and BI tools (Power BI / Tableau)

• Build and maintain dashboards that automatically refresh weekly

• Implement automated alerts to CSM and AM when health scores cross thresholds

• Document data definitions and standardize reporting

• Work with operations and IT to resolve data quality issues at source

AI & Advanced Analytics

• Lead AI adoption for analytics and collaborate with IT to productionize analytic models

• Implement AI prompts and query interfaces for AM/CSM self-service

• Validate AI-generated insights and ensure accurate, quality data for customer-facing teams

• Develop subject matter expertise in new technology platforms and products
• A 30% reduction in "red" health score accounts week-over-week

• A 50% reduction in CSM time spent on manual data extraction from baseline

• 100% on-time delivery of automated reports
• 8+ years as a BI Analyst, Data Analyst, or Analytics Specialist (Power BI preferred)

• Experience in logistics, supply chain, distribution, or e-commerce fulfillment (spare parts experience strongly preferred)

• Proven track record of building dashboards that tell stories and drive action, not just visualizations

• Knowledge of service supply chain and spare parts logistics metrics

• Proficiency in Power BI or Tableau

• Experience connecting to ERP/WMS data sources

• Working knowledge of Python or similar for analysis (pandas, basic stats)

• Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive)

• Ability to translate business questions into data requirements

• Strong verbal and written communication

• Customer-facing and customer-centric mindset

• Must have the current and continuing right to work in the United States of America without restrictions or expirations