Customer Experience & Analytics Manager

at Snowplow Analytics in London

Customer Experience & Analytics Manager
Ideally located in London, Berlin or New York but will consider other locations.

Our mission is to empower people and companies to use data to do transformative things. We provide technology and services that enables our users to collect the data that they want, use that data to surprise and delight their customers, and transform their business. Snowplow has grown significantly this last year and is set to do the same in 2018. In order to continue providing the best possible experience for our customers, we are now looking for our first Customer Experience & Analytics Manager to help with all aspects of the post-sales relationship.

The Opportunity:

As a Customer Experience & Analytics Manager, you'll be responsible for (i) identifying and understanding what individual clients are looking to achieve with their data, (ii) support them realising those goals, (iii) help them identify other opportunities to use data and execute on those. The role will require deep technical understanding of our product, our customer’s technical landscape and how those two will align.

You'll be working closely with other teams within Snowplow to deliver our users the best possible results including our Support, Services, Product, Marketing and Sales teams. As our first Customer Experience & Analytics Manager, you'll have the opportunity to define, shape and grow this new and critical team within the broader context of Snowplow.

The environment you’ll be working in:

Our culture is one of autonomy, transparency and collaboration. As part of this culture, we believe that smart people should be empowered to work however suits them best so we let you do just that. We offer the flexibility to work remotely or in the office, and we don’t pay too much attention to the hours you’re glued to your desk (be that virtual or physical), it’s about the work that you get done. Over half of our current workforce are dotted all around the world, which we love and are keen to continue supporting as we grow.

What you’ll be doing:

Identify customer goals and ensure these are being met throughout lifecycle with a focus on resolving any key pain points  
Conduct deep analysis of how our customers are using our platform
Offer tailored advice to drive product innovation and activate customers to higher levels of usage
Build and maintain trusted relationships with our customers by developing a deep understanding of their business and aligning our product offering to their needs
Own the onboarding & implementation process for new customers
Prevent churning of accounts and optimise retention through training, workshops and continued education of our product
Track and monitor customer accounts to uncover any upsell opportunities for our Sales team to pursue
Work collaboratively with other teams such as Tech Ops, Support & Engineering to solve any customer queries/issues

What you bring to the team:

Min 3 years in a consulting, analyst or management position (ideally within data/digital analytics space)
Degree in analytically rigorous field or equivalent industry-related experience
Able to confidently and clearly communicate complex concepts to customers with sophisticated understanding of data
Strong interpersonal skills and desire to build lasting relationships with customers, as well as colleagues
Demonstrable experience leveraging data to drive product usage, identify upsell opportunities and prevent churn
Flexible, innovative and collaborative approach
Self-starter and able to prioritise
Process-oriented and strategic thinker

What you’ll get in return:

Competitive package based on experience
25 days holiday a year plus bank holidays
The freedom to work wherever suits you best
Two fantastic company away-weeks a year
Working alongside a strong and talented team


Convenient central Shoreditch location
Continuous supply of Pact coffee
Regular mystery events
MacBook and 5K 27” screen

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Published at 08 Feb 2018
Expires on 08 Apr 2018

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