Customer Experience Analyst at Four Winds Interactive

| Greater Denver Area
!Sorry, this job was removed at 2:36 p.m. (MST) on Wednesday, February 5, 2020

Overview

The Customer Experience Analyst is responsible for developing and managing onboarding programs, reporting, analysis and driving insights on a wide range of processes and initiatives across the Customer Experience Team (which includes Customer Success, Professional Services, Technical Operations, and Hardware Operations). The role supports strategic projects for the organization, as well as our regular Board and Executive reporting.  Goals include creating and maintaining onboarding programs, creating new and expanding existing dashboard reporting, providing analysis and recommendations for future strategy, and regular reporting.

Responsibilities

  • Create and maintain reports for Customer Experience. Large scope of reporting responsibilities, from daily reports and dashboards up to board level slide decks.
  • Assist our Customer Success operation at FWI into a highly data-driven business where we can measure, analyze and optimize every aspect of our engagement with our customers.  This includes data like:
    • Net and Gross Retention
    • Product Usage
    • Health Scores
    • NPS results
    • Customer journey mapping
    • Customer experience metrics
    • Capacity models
  • Own special projects to help drive business outcomes for Customer Experience team
  • Build new tools and processes to scale Customer Success Executive’s everyday activities. As the person navigating multiple platforms for data on a day-to-day business, this role should know how information flows and who needs what information.
  • Take ownership of the technical onboarding process for new or upgrading customers, ensuring “a smooth implementation, including initial and ongoing training for customers.”
  • Assist in training of new users on Salesforce from the Customer Success role, and grow the Salesforce.com skill set across the current organization.
  • Build/Maintain best practices in Salesforce (Health Score, Turn Table, Playbooks, etc).
  • Help draft requirements and partner with the Salesforce team to build out modules similar to what Gainsight provides (an external Customer Success tool)
  • Craft workflows to drive adoption through email automation, surveys, and provide support and best practices with SalesForce.com
  • Recommend and collaborate on white space analysis, risk identification, utilization vs. health metrics.
  • Monitor system performance, data integrity, and user activity to make recommendations on continuous improvements.
  • Partner with cross functional departments to learn business needs and how it may impact  the Customer Experience department
  • Dashboarding and reporting
  • Support business strategy development for the Customer Experience teams.
  • Manage mapping, documenting and implementing Customer Success processes.
  • Design business rules to analyze customer data, and trigger actions for the customer success team to proactively engage with customers.

Qualifications

Requirements for Success:

  • Strong understanding of Salesforce.com best practices and functionality.
  • Basic financial modeling, expertise with Excel
  • Experience working with large amounts of data and with survey and analysis tools (Microsoft BI, Tableau, etc.) are must-haves, but one of the most important qualification is taking that data and use it to produce actionable insights.
  • Mid to Advanced user of Salesforce reporting
  • Proven ability to design and implement new processes and facilitate user adoption.
  • Strong data management abilities.
  • A documented history of successfully driving projects to completion.
  • A demonstrated ability to understand and articulate complex requirements.
  • Excellent project management skills and a positive attitude.
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
  • Must demonstrate ability to communicate effectively at all levels of the organization.
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
  • Creative and analytical thinker with strong problem-solving skills.

Helpful for Success:

  • 2+ years of experience as a Salesforce.com administrator.
  • Saleforce.com Admin (ADM201 and ADM211) certified.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ObjectiveCLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • XamarinFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • ExcelAnalytics
    • AlteryxAnalytics
    • TableauAnalytics
    • SalesforceAnalytics
    • Affinity DesignerDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • BasecampManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • PardotLead Gen

Location

1221 Broadway Street, Denver, CO 80203

An Insider's view of Four Winds Interactive

What's something quirky about your company?

It took me a while to adjust to the fitness culture at FWI. I would show up to a meeting and the person sitting across from me might have just come back from yoga or CrossFit dressed in their workout gear. Once I got used to seeing executives in sandals and sweats every once in a while, I’ve come to love how invested FWI is with employee wellness.

Steve

Director of Technical Operations

What projects are you most excited about?

I'm excited about FWI’s exemplary commitment to its people. It’s evident there are many diversity and inclusion efforts, not only led by our Committee for Diversity, Equity, and Inclusion, but also from motivated individual contributors. This creates an environment where we can stay true to our core values and bring our best selves every day!

Maithy

Recruiting Coordinator

How has your career grown since starting at the company?

I started at FWI inTech Support. After a year of learning as much as I could about FWI’s Content Manager applications, I applied for the Technical Engineer position with FWI’s Tiger Team. I will continue to grow my career as FWI continues building the latest and greatest tech and software in the digital signage industry.

Will

Technical Engineer

How do you empower your team to be more creative?

We try to create an environment where every idea is worth voicing. It’s amazing how many innovative pathways stem from one seemingly crazy idea. We do our best to empower our team to act on their creative inspiration—bring us a rough draft, pitch us on your idea. Many breakthroughs and innovations have been born this way.

Margot

President and COO

How does the company support your career growth?

As a manager on the People Operations team, I find there are an abundance of opportunities to get involved with supporting personal and professional growth. As a first-time manager, I get to participate in an interactive Manager Bootcamp. FWI also hosts a monthly manager round table, which gives everyone the opportunity to communicate and connect.

Catherine

Director of Talent Acquisition

What are Four Winds Interactive Perks + Benefits

Four Winds Interactive Benefits Overview

You will be challenged in our dynamic environment, supported in your endeavors, recognized for your contributions and have fun along the way!

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Acme Co.'s team fitness initiatives include In-office yoga, In-office fitness classes, Sponsored race teams.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Our Welton location has Ping Pong, Pool Table, Foosball, Darts and Basketball.
Stocked Kitchen
Our Broadway location has fully stocked kitchens including rotating flavors of sparkling water on tap.
Some Meals Provided
Happy Hours
Parking
Pet Friendly
FWI's pet policy is dog friendly daily at our Welton office location.
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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