客户成功数据分析师
Customer Success Data Analyst
在Mitratech，我们是一支致力于打造世界级产品的创新者团队，简化法律、风险、合规和人力资源职能中的操作流程。我们是一个紧密协作、全球分布的团队，在一个支持个人卓越并以多元化、包容性工作文化为荣的生态系统中茁壮成长，注重优秀的人才实践、学习机会和乐趣！我们的文化是创业精神与企业投资的理想结合，使我们能够以快速的步伐，使用一些最复杂、最先进的技术。
35多年来，Mitratech的专家们一直专注于解决复杂需求。如今，我们为全球20,000家不同规模的客户公司提供服务，其中包括30%的财富500强企业，以及覆盖160多个国家的50多万用户。
随着持续增长，我们一直在寻找有创造力、热情且拥有新视角的人才。加入我们的全球团队，看看是什么让Mitratech成为一个真正卓越的工作场所！
_由于业务和合规要求，此职位仅对居住在墨西哥的候选人开放。来自该地区以外的申请将不会被考虑。_
**职位概述**
此职位的主要职责是通过**基于数据的客户健康状况和产品使用报告**，为客户与合作伙伴成功团队提供运营支持。
通过利用内部和外部数据库及报告解决方案，此职位在优化**客户健康状况、产品采用率和参与度**的可见性方面起着关键作用。职责包括**创建、分析、满足合同和临时客户报告，并分发有意义的使用报告（标准化和定制化）**，从而深入了解客户行为及客户如何与我们的平台互动。
此职位通过**监控客户和使用数据**、**构建和优化健康评分和KPI框架**，以及**提供用于QBR/EBR对话和账户策略的指标**，来支持客户成功经理、客户经理和管理层。
此职位需要**细致入微的观察力、对分析的热情，以及将数据转化为清晰故事的能力**。理想的候选人具备**良好的优先级处理能力，优秀的沟通和解决问题技能，并能适应快节奏、频繁变化的环境**。此职位与客户成功团队密切合作。
查看英文原文
At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse, inclusive work culture, centered on great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.
For over 35 years, the experts at Mitratech have been focused on solving complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries.
As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work!
**_Due to business and compliance requirements, this position is open only to candidates residing in_ MEXICO _. Applications from candidates located outside this region will not be reviewed._**
**Job Overview**
The primary purpose of this role is to **provide operational support** to the Customer & Partner Success organization through **data-driven reporting on customer health and product usage.**
By leveraging internal and external databases and reporting solutions, this role is critical in optimizing visibility into **customer health, product adoption, and engagement**. Responsibilities include **creating, analyzing, fulfilling contractual and ad hoc customer reporting, and distributing meaningful usage reports (both standardized and bespoke) that provide insight into customer behavior and how customers engage with our platform.**
This role **supports Customer Success Managers, Account Managers, and leadership** by **monitoring customer** and **usage data**, **building and refining health-score and KPI frameworks**, and **delivering the metrics that inform QBR/EBR** conversations and account strategy.
This position requires a **keen eye for detail, a passion for analytics, and a talent for turning data into a clear story**. The ideal candidate is a **dept at prioritization and has excellent communication and problem-solving skills, and is comfortable working in a fast-paced, frequently changing environment**. This role works closely with Customer Success, Sales Operations, Marketing, and Product teams to ensure the organization has the reporting, analytics, and insights it needs to drive customer retention and growth.
**Essential Duties & Responsibilities**:
- Design, build, and maintain standardized and ad hoc reports and dashboards that track customer health, product adoption, feature usage, and engagement across the customer base
- Partner with Customer Success, Sales Operations, Product Management, and Marketing to define, refine, and operationalize the KPIs and health-score metrics used to guide account strategy
- Aggregate and analyze usage data from internal platforms and external tools to identify adoption trends, at-risk accounts, expansion opportunities, and whitespace
- Prepare and deliver customer-facing reporting packages (e.g., QBR/EBR decks, usage summaries, scorecards) that translate raw data into a clear business narrative for Customer Success Managers and their accounts
- Maintain a working knowledge of the platform(s) and services used across the customer base to ensure reporting accurately reflects real usage and configuration
- Own the accuracy, documentation, and governance of customer and usage data fields within Salesforce (SFDC) and other internal systems, ensuring data reaches the right teams and workspaces
- Support bulk data uploads, data cleanup, and ongoing maintenance of customer records tied to usage and reporting needs, as needed
- Field and triage inbound reporting and data requests from Customer Success, Sales, and Product teams, routing to the appropriate function when outside scope
- Provide monthly updates on reporting-related goals, KPIs, and project status
- Attend industry events as needed
- Perform other work-related duties as assigned
**Requirements & Skills:**
- 3+ years of experience in data/reporting analysis, business intelligence, or a related analytical role, ideally supporting Customer Success or Account Management
- Demonstrated ability to translate raw usage and account data into clear, decision-ready insights
- Strong organizational skills and the ability to build clear, repeatable reporting processes
- Self-motivated professional with a strong work ethic, integrity, and values
- Ability to read, analyze, and interpret data from multiple systems and provide meaningful insights
- Outstanding written and verbal communication skills, with the ability to present data to non-technical audiences
- Proficient in Microsoft Office Suite (with emphasis on Excel), internet navigation, and online meeting delivery software (e.g., WebEx, Zoom)
- Able to effectively navigate difficult conversations around data and account health
- Ability to self-organize and efficiently manage multiple priorities with a keen sense of urgency
- Critical thinking and independent problem-solving ability, while also knowing when to escalate to a manager
- Acute sense of prioritization and follow-through; high attention to detail and accuracy
- **Preferred Qualifications**
- 5+ years of experience in data analytics, reporting, or customer/partner support
- Experience with CRM (preferably Salesforce), Gainsight, and QuickSight or similar BI tools
- Experience building dashboards or reports in tools such as Tableau, Power BI, or Looker
- Knowledge and/or experience in related HCM industries (e.g., payroll administration, insurance providers, HR consulting, PEO business models)
- BA/BS degree in Business, Analytics, Statistics, or a related field
**Education:**
- Education Requirements
- BA / BS degree in Business, Analytics, Statistics, or a related field or experience
**_We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status._**