REGISTRIEREN

Jobbörse

Finde Jobs in deiner Nähe – ob vor Ort, hybrid oder remote.
  • Ähnliche Jobs zu: Business Data Analyst
XX
Business Data AnalystVonage • United States
Jetzt Bewerben
XX

Business Data Analyst

Vonage
  • US
    United States
  • US
    United States
Jetzt Bewerben

Über

Join Vonage and help us innovate cloud communications for businesses worldwide!
Business Data Analyst (Customer Success & Support) Spain (Hybrid)
Department: Customer Success | Full-time
Vonage API Our API business unit focuses on delivering a suite of advanced communication tools designed to enhance customer engagement. From cloud contact centers to feature-rich unified communications solutions, our API team is dedicated to providing businesses with the tools they need to streamline operations and improve customer experiences.
Why this role matters As our Business Data Analyst for Customer Success & Support, you will be the bridge between raw data and actionable strategy. You will design and manage dashboards that give frontline teams the tactical visibility they need day-to-day, while equipping senior leadership with the strategic performance insights that drive long-term decisions. Your work will directly shape how we serve customers and how we grow.
Your key responsibilities
Design, build, and maintain scalable dashboards tracking KPIs across Customer Success and Support teams
Create real-time operational views for managers to monitor daily ticket volumes, SLA response times, customer health scores, and team capacity
Develop executive summaries and narrative reports for senior leadership covering long-term trends, churn risks, and ROI
Implement AI-driven analytics solutions (including automated anomaly detection, predictive churn modeling, and sentiment analysis on support tickets) to surface proactive insights
Partner with Data Engineering to ensure data accuracy, clean pipeline integrations from CRM/Support tools (Salesforce, Zendesk, Planhat), and a single source of truth
Conduct deep-dive analyses to identify bottlenecks in the customer journey and present recommendations to global stakeholders
What you'll bring Required:
3-6 years of experience as a Business Analyst, Data Analyst, or in a similar analytics role, ideally supporting Customer Success, Customer Support, or Revenue Operations
Advanced proficiency in Tableau (dashboard creation, LOD expressions, performance tuning, and server management)
Strong SQL skills: ability to write complex queries, join disparate datasets, and extract data efficiently
Hands-on experience or strong familiarity with AI reporting solutions (e.g., Tableau Pulse, Copilot for BI, predictive modeling, or NLP-based text analytics)
Solid understanding of CS/Support metrics: CSAT, NPS, First Response Time (FRT), Resolution Time, Customer Health Scores, and Gross/Net Retention Rate (GRR/NRR)
Exceptional English communication skills with a proven ability to translate complex data into clear, actionable insights for senior executives
Experience we consider a plus:
Experience with CRM and support ticketing systems (e.g., Salesforce, Zendesk, HubSpot, Gainsight)
Knowledge of Python or R for predictive data analysis
Experience working in a global matrix organization across multiple time zones
How you'll benefit
Competitive salary and performance-based bonuses
Comprehensive health benefits and wellness programs
Flexible working arrangements
A collaborative, tech-forward environment where your data directly influences company strategy
Additional benefits and perks will be shared and discussed with you by the recruiter during the interview process
#LI-MW1 There’s no perfect candidate.
You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
To learn how we process your personal data during the recruitment process, please refer to our
Privacy Notice .
Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.
  • United States

Sprachkenntnisse

  • English
Hinweis für Nutzer

Dieses Stellenangebot stammt von einer Partnerplattform von TieTalent. Klick auf „Jetzt Bewerben”, um deine Bewerbung direkt auf deren Website einzureichen.