Customer Intelligence Analyst

| Somerville | Hybrid
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To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

The Customer Experience team is looking for someone that can help complete time-consuming analysis so that we are better prepared to make decisions that can positively improve the operation and customer experience/success initiatives. This work will help us identify and scope problems in a way that will help ensure that the solutions we design will be informed by data and sound analysis.

As a Customer Intelligence Analyst, you will work closely alongside members of the Customer Team to move work through the project management funnel. You will also spearhead data-focused special projects like customer health scoring, customer churn analysis, etc. In this position, you will report to the Head of Customer Experience.

The Job:

  • Use sales data to identify customers that are good targets for upsell/cross-sell campaigns
  • Design and build programs that generate revenue for the Service Team
  • Perform pricing analysis to set prices for new Services products
  • Analyze NPS, CES, operational data, and Culture Amp survey data to identify opportunities to report on and improve customer/employee experience
  • Use the data warehouse to build operational dashboards and Tableau visualizations to help operational managers evaluate their teams
  • Lead Salesforce Service Cloud dashboard reporting efforts
  • Collaborate with the Documentation Team to analyze Google Analytics data and provide recommendations for Help Center optimization.
  • Lead data-focused special projects to help improve customer experience
  • Collaborate with a number of stakeholders internally to ensure projects are completed well in a timely fashion
  • Use data from our self-service tools to identify opportunities to improve our documentation and customer education assets
  • Author quarterly customer feedback report

Requirements:

  • Bachelor’s degree in a quantitative field of study.
  • Are self-driven with a critical eye, jumping to make improvements by introducing solutions
  • Experienced and knowledgeable in data wrangling, building data models, and developing insights
  • Proficient in SQL
  • Curious about the intersection of people and data--you know how to ask questions to get to the heart of the matter
  • Advanced project management skills
  • A results-driven attitude that allows you to power through projects at lightning speed

Bonus:

  • Current or former entrepreneur
  • Familiarity with NetSuite, Salesforce, Magento, PowerBI, Tableau, Splunk, and/or Qlikview
  • Programming skills (Python, R)

Our Perks:

  • Flexible Vacation
  • Premium coverage for medical, dental, and vision plans
  • Paid parental leave
  • Commuter benefits
  • Unlimited 3D prints

We're an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • IllustratorDesign
    • PhotoshopDesign
    • SolidWorksDesign
    • AsanaManagement
    • Google DriveManagement
    • JIRAManagement
    • DocuSignCRM
    • DriftCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • GongCRM
    • MarketoLead Gen

Location

35 Medford St. Suite 201, Somerville, MA 02143

An Insider's view of Formlabs

What’s the vibe like in the office?

Culture is extremely important at Formlabs. With now over 400 people combined in our Boston and Berlin offices, the goal is to “keep Formlabs weird,” which is really just a fun way of saying, “let’s keep things interesting.” Since we are trailblazing the way for a new era of low-cost manufacturing, keeping things interesting isn’t too difficult!

Meagan

Rebelo

What projects are you most excited about?

Everything we produce is an ongoing project. A big focus for us has always been to relentlessly improve upon our existing products. We release regular updates to our software, printer and materials - keep an eye on our blog to see all the exciting things we have planned for the coming year!

Formlabs

Formlabs

How does the company support your career growth?

Formlabs has a fairly flat organizational structure, so there is a relatively low barrier to taking on projects outside of your job scope and trying to grow into a new role.

Annie

Hughes

What is your vision for the company?

We're committed to bringing powerful and accessible fabrication tools into the creative hands of professionals around the world.

Formlabs

Formlabs

What are some social events your company does?

We regularly have people organizing everything from whiskey tastings to ice climbing. The interest-diversity here is vast and people are quick to jump in and learn something new. Just to name a few of our internal “clubs," we have Booklabs, Filmlabs, Whiskeylabs, ping pong tournaments, Fitness Bootcamp, yoga, Ragnar, summer camps, hackathons . . .

Alyce

Currier

What are Formlabs Perks + Benefits

Formlabs Benefits Overview

We invest in our people. That's why we provide flexible vacation, generous premium coverage for medical, dental, and vision plans, paid parental leave, commuter benefits, and unlimited 3D prints. We are committed to offering a holistic benefit package to support you inside and outside the office.

Culture
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Inclusive of expandable partner benefits
Wellness programs
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Professional Development Benefits
Job training & conferences
Promote from within
Online course subscriptions available

Additional Perks + Benefits

Catered lunches 3x per week, unlimited snacks, office pets, 100% healthcare coverage, regular presentations and technical talks, Form Clubs for anything and everything.. CoffeeLabs, WhiskeyLabs, PaintLabs, GameLabs, FilmLabs, the list goes on. A culture that welcomes you into your FormFamily from Day One.

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