Customer Solutions Data Analyst at Rapid7
Rapid7 is looking for a Business Analyst to help analyze our business metrics, identify opportunities for making a better customer experience, and assist with building out process and infrastructure improvements within Support and Services. We’re looking for someone who has strong data analyst skills, and who can create a compelling narrative based on metrics. We need someone who is a self starter, works independently and with a sense of urgency, and who jumps in to help whenever they can.
Specific Duties/Primary Responsibilities:
Create, maintain and deliver Customer Solutions reports and dashboards
Analyze Sustaining metrics to identify trends and improve process and customer response times
Based on metrics, create compelling stories for quarterly service reviews and product retrospectives that identify product trends and opportunities across all areas of the business (technical support, product, documentation, training, digital touch, etc)
Assist with efforts that improve infrastructure for Customer Solutions
Collaborate with teams to improve overall operating processes that support our customers
Required Skills & Experiences:
Data analysis experience with tools to manage and analyze data, visualization tools, data transformation
Experience mapping business objectives to reporting which tracks KPIs and customer outcomes
Experience in Support and/or Services a plus
Project management experience a plus
Excellent communication skills, both written and verbal.
Demonstrable skills in presenting a narrative based on metrics
Ability to influence beyond one’s title