Purpose:

At Backbone PLM, we are transforming the product development landscape and we can't do it without enabling our clients. Our CS team advocates for our users and our business, setting the vision for our growing family of products. As we scale, our goal is to use data, research, strategy, and empathy to guide multidisciplinary teams toward a common goal, balancing diverse perspectives and empowering our teams to do great work.

In this full-time role , you will be the brain center connecting Backbone to our customers - ensuring that they are successful with and delighted by their experience. You will partner with our Client Success Managers (CSMs) to support our biggest and most strategic customers:

driving adoption, facilitating communication to clients, and connecting our clients to the functions within Backbone that can help. As a Client Success Analyst (CSA), you will work with CSMs and customers on the execution of tactical, yet critical activities that contribute to success. In parallel, you will focus on data analysis to contribute to strategic account planning and growth.

Why We Need You:

We are building a thriving team of Client Success Managers who are eager to engage with customers and define new ways of working with them. We are looking for a CSA that can support CSM's and elevate their thinking to tackle tough strategic challenges. Our clients are rapidly evolving, and the partnership between a CSM and a CSA is a key part of adapting Backbone’s engagement to meet our clients' needs.

As we scale globally, there’s plenty of space for you to grow alongside us and simplify life for millions of people around the world in team that always focuses on we, not I, and creates delightful products that are worthy of trust. We hope you'll join us!

You Are:

• A tech savvy, self starter, eager to learn, “yes” person

• Customer facing but also back end intelligence minded

• Interested in building and growing a team but willing to start from the ground up

• A scrappy, tirelessly optimistic hustler

• Consistently flexible and adaptable in your day-to-day: picking up the phone to speak with customers, contacting end users, scheduling executive briefings or manipulating data to tell a story

• Able to build a deep, data-driven understanding around a product and socialize what you've learned with others

• Eager to find ways to make processes more efficient

• Excited to nerd out over A/B testing

• A critical thinker and enjoy finding the story behind the data

In Short:

You are the liaison between Client Success, Operations and Development. You walk the line in terms of establishing processes and protocol, tightening up loose ends. You have a Customer Facing etiquette but think like an engineer. You love spreadsheets and geek out on analytics, but always with the customer and their needs in mind. Our Client’s Success = Our Success

The Fine Print:

• Drive and manage new customer implementations from start to finish

• Ensure receipt of appropriate data sets from customer, match them to the platform structure, upload them into the system and manipulate them to generate the desired customer views and behaviors

• Confirm customer requirements and needs and provide guidance, assistance, and support to customers in the technical platform configuration

• Understand customer pain points and partner with cross-functional teams to simplify, enhance and automate existing processes that will improve customer workflow

• Work with CSMs to manage Support Tickets across multiple channels: Intercom, Hubspot and Jira

• Work with CSMs to oversee successful Client Migration from v1 to v2. Drive validation, implementation and testing.

• ABA - Always be Analyzing!!! Drive and maintain Client Usage docs, analyze client behavior and build processes to store and view the data to inform decision making and growth

• Work with engineering to implement, document, validate, and monitor our logging and metrics

• Craft simple, dependable data pipelines and automated reporting to surface metrics

• Identify, translate, prioritize, and inform important product questions with data

• Explore data to find actionable insights and make product recommendations through funnels, cohort analysis, long-term trends, user segmentation, regression models, and more

• Set up, analyze, and promote good practices for multivariate experiments

• Work towards creating a data-informed culture at Backbone

• Generate dashboards and automatic reports to give stakeholders a meaningful and consistent understanding of user behavior.

• Continuously monitor product usage analytics and identify relevant trends and findings that might inform product iteration.

Qualifications:

• 1-3+ years of prior experience in Software Product Analysis

• Experience with apparel or related product development/design/production (and/or a willingness to dig in and learn what goes into such roles, in order to better serve/advise/empathize with the clients)

• BS or BA; or equivalent work experience

• Have experience through the full product analysis pipeline:

  • Formulating hypothesis

  • Identifying data needs and sources

  • Extracting and cleaning up large data sets

  • Analyzing data using a variety of tools

  • Synthesizing and presenting results

  • Building analytics reports and dashboards to continuously monitor

• Have strong quantitative, analytical, and problem solving skills

• Have the ability to work collaboratively in a team environment

• Have effective oral, presentation, and written communication skills

• Be a self starter; ability to act autonomously

• Have constant attention to detail

• Dynamic, flexible personality; capable of changing on-demand and innovating rapidly

• Willingness to roll-up sleeves and dig-in

• Strong Excel skills, including using functions/ formulas to format data such as v-lookup, pivot tables, error-checking, and developing properly formatted reports. ETL tools, ETL report creation, macros and visual basic are not required, but highly desirable

Benefits

• A competitive compensation package

• Comprehensive medical, dental and vision insurance

• Wellness reimbursement

• 401(k) plan, company match coming soon

• Unlimited PTO