Customer Usage Analyst

PLANet Systems Group™ is a growing family of experienced programmers and customer support professionals operating from Novi Sad, Serbia. We focus on two core markets: custom development and implementation of our web-based applications and support for scholarly societies and journals in their peer review and production processes.

www.planetsg.com

For our office in Novi Sad, Serbia, we are looking for a Customer Usage Analyst.

Job description:

• Provide analyses of customer engagement data drawn from multiple sources (A&E, Pendo, GUR, SalesForce) to support detailed reviews of account health and customer engagement
• Create and maintain reports, dashboards and compelling visualisations of business performance and project data to clearly communicate value and insights to stakeholders (customer and internal)
• Investigate reporting / data anomalies and escalate where required to the product and tech team
• Work with Customer Success Managers to understand requirements and provide recommendations for reporting
• Reference: rMCIXSgrtkiDwLV-Y5MmMsP91wfdcJLpFAakSbjctJrRJ7V3lzWKMRdPGA-Oa7o6

Essential skills:

• Demonstrable knowledge of data manipulation in Excel
• Awareness of the capabilities of Tableau or other visualisation software, as well as databases
• Experience of delivering and maintaining a portfolio of regular reports and dashboards
• Data manipulation - ability to help handle and process large data sets and produce concise reports / analysis
• Problem- solving skills with ability to draw meaningful conclusions from disparate and incomplete sources
• Excellent English language and communication skills, written and spoken
• Time management to prioritise and commit to deadlines, juggle requests

Desirable:

• Understanding of metrics and systems relating user analytics (e.g. Google Analytics).
• Able to understand complex business questions and to be able to frame the right analytical question.
• Broad Customer driven insight experience
• A hunger to learn more about the latest analytics tools and techniques, coupled with an ability to translate this into true business action and value.

We are offering:

• Permanent employment in our office in Novi Sad, with the option of working from home during the coronavirus pandemic
• Challenging tasks in a highly professional environment
• Working in a compact, excellently skilled team
• Competitive salary and conditions corresponding to high demands of the position

Only shortlisted candidates will be contacted.
Please send your CV and Cover Letter in English.