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Customer Data Analyst

About Research Square

Research Square Company, a five-time INC 5000 award winner, exists to make research communication faster, fairer, and more useful. Through our industry leading preprint platform, Research Square, research promotion tools, and AJE’s comprehensive suite of manuscript preparation services, we are proud to have supported over 2.5 million authors in 192 countries since our founding in 2004. Across all sides of our business, our team of former researchers and publishing industry professionals truly understand the importance of sharing research results with the world. By helping researchers communicate their work more effectively, we accelerate the pace of global discovery and advancement.

What we will expect from you once you’re here

The Customer Data Analyst will possess an understanding of data analysis methods, apply those methods and their expertise to initiate and lead data projects to better understand our customers, help measure customer health, help improve our customer experience and assist the Customer Services Team in making data-informed strategic decisions. They will help define our data standards with respect to our customer data collection, storage, and reporting and will have an interest in continued learning and development in the data science field. They will participate in a Data Analytics Community of Practice for Research Square Company, contributing to shaping data analytics at the company. As our customer (and product) base grows, so will our data, and the opportunity for complex projects will grow with the data analyst.

What Data Analysts deliver

  • Accurate, meaningful, and timely data analyses focused on the business’ highest priorities, including:
    • Ongoing analyses and reporting of 360-degree customer behavior across: CRM (Salesforce and Zendesk); Billing (Zoho); Usage, Marketing, and other data sources (liaising with colleagues in Growth, Operations and Platform)
    • Introduction of a new customer health measurement utilizing relevant data points from 360-degree customer data, facilitating data-led decision making to improve customer success  
    • Ongoing analytics support for improving customer experience, customer success, and efficiency of customer service processes 
    • Ongoing analyses of customer service processes and customer ticket flows using Zendesk, Chatbot and other data sources (e.g. Salesforce) to enable data-led decision making and efficient customer-focused workflows and processes
    • Voice of the Customer (VOC) reporting, including the creation of self-updating dashboards for use in product-led VOC team meetings and creation and measurement of a customer health score
  • Easily digestible data reporting using data visualization software like Domo and Zendesk Explore 
  • Knowledge on data analysis methods from outside of RS through interactions with professional organizations, training, and independent research

Experience you will need

Responsibilities

  • Collaborates with stakeholders from Customer Service, Product/Engineering, Sales, Marketing, and Operations to empower our customer-focused strategic and decision-making processes with accurate and meaningful 360-degree customer data to measure our customer health
  • Explores our available data to identify fruitful research questions and projects
  • Regularly contributes to the design or improvement of our data management and analysis systems
  • Identifies opportunities to expand and enrich the company’s customer data
  • Synthesizes data and models to provide actionable feedback for the Customer Services team and those involved in Voice of the Customer meetings (Product, Marketing, and Operations) and other stakeholders as required
  • Serves as a consultant on data-related projects within the Customer team, helping others find appropriate data resources and technologies to answer questions of interest
  • Utilizes software (i.e., Domo and Zendesk Explore) for data visualization
  • Participates in the company-wide Community of Practice for data analytics

Academic and Professional Qualifications

  • Bachelor’s Degree or equivalent work experience

Experience

  • 2+ years of data analysis experience
  • Intermediate knowledge of statistical programming languages, like R or Python, and strong experience with SQL
  • Expertise in statistical analysis and organizing large datasets with analysis software
  • Demonstrated creativity in using data to answer complex questions 
  • Experience with data visualization software like Domo (e.g., Tableau, Looker, Mode)
  • Experience using Zendesk Explore is desired 
  • Continuous advanced training and/or certification in data analysis techniques

Working Arrangements

  • Relocation is not required as this position can be remote based. 
  • This is a US based role. 

Working at Research Square Company

Our team embraces and fuels change, fights for simplicity, invests in customers’ success, and applies a data-driven approach to continuously improve and magnify our impact. We have developed tools and services that have been adopted by major international publishers to improve the publishing experience for their authors.

We are a high-growth, family-friendly, and mission-driven company that regularly wins awards for our workplace culture, pace of growth, and innovations. Our organization is casual and flexible while also being stimulating and dynamic. We have a results-focused work environment.

Workplace Recognition

  • Sloan Award for Workplace Flexibility (2011, 2012)
  • When Work Works Award (2014, 2016, 2017)
  • NC Parenting Magazine’s Family Friendly 50 (2013, 2014)
  • Triangle Business Journal's Best Places to Work (2017, 2019, 2020)
  • NCBC Breastfeeding-Friendly Employer Award (2017)
  • Family Forward NC Featured Business (2019)

Research Square Company’s policy is to provide equal employment opportunity in all its employment practices without regard to race, color, religion, sex, national origin, citizenship, ancestry, marital status, protected veteran status, military status, age, individuals with disabilities, sexual orientation, or gender identity or expression or any other legally protected category. Applicants for US-based positions with Research Square must be legally authorized to work in the United States. Verification of employment eligibility will be required as a condition of hire.

Research Square supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email Recruitment@researchsquare.com. General inquiries, such as those regarding the status of a job application, will not receive a reply.

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