Customer Success + Data Analyst

Why clients love us: We are laser focused on delivering quality and excellence to our clients for their technology modernization needs, business and technology strategy, and cloud transformation initiatives. We are a nationally recognized Microsoft Partner of the Year and the largest, leading IT service provider headquartered in San Diego. As a Top 1% Microsoft Cloud Solution Provider, with engineers that individually hold over 38 Microsoft certifications, our clients trust us because we are the experts!

The value you'll bring: As a key contributor to the Customer Success function at Managed Solution, the Customer Success + Data Analyst aims to improve client experience and retention rates by implementing and supporting Customer Success initiatives as well as executing data integration and analytics activities for the Operations department. Under the guidance of the COO and Director of Customer Support Services, this individual will work effectively across groups within the Operations department as well as with Sales, Finance, and Human Resources to support the organization’s data integration, visualization, and analytics needs. The essential duties and responsibilities of the Customer Success + Data Analyst include the following:

Data Integration

• Work with stakeholders to understand data requirements and implement automated data pipelines, connecting data sources to allow for real-time data visualization in PowerBI or other dashboards.
• Orchestrate the integration of APIs and internal/external data sources to allow for data analysis/visualization of combined datasets, including those sourced from RMM tools, ticketing systems, and other sources to support data sharing and utilization across the Operations function.
• Document and effectively track towards data project plans: meeting deadlines, working with stakeholders, raising risk concerns, and successfully completing data integration projects.
• Monitors and maintains dashboards over time to ensure reports and feeds are functioning appropriately; updating dashboards as required by stakeholders or changes in the dataset.
• Troubleshoots and remediates issues with data integration, data integrity, etc.
• Adheres to best practices and Company/client policies related to data security while accessing/ manipulating data and sharing dashboards.

Customer Success + Data Analysis

• Gathers and analyzes data for customer review cycles, including monthly, quarterly, and annual reviews of client utilization, ticketing, and other metrics, consolidating data from multiple systems.
• Reviews data for quality assurance/data integrity prior to submitting it to for QBR and other reviews.
• Produces reports and helps prepare presentations for ad hoc requests related to sales, customer retention, and Customer Success efforts.
• Proactively works with customer points-of-contact to develop strong rapport, reviewing and analyzing client utilization reports and other data (including trend/analysis produced by the employee) to suggest service improvements and other opportunities to improve customer satisfaction and retention.
• During an assigned shift, may assist in monitoring the Customer Success inbox, escalating issues to the appropriate resources/leaders to ensure timely resolution.
• Assists customers in accessing the customer portal and locating pertinent information.
• During initial onboarding, this individual will train as a Customer Support Representative to understand the Company’s ticketing system, contract agreements, ticket boards, toolsets, etc. This will include answering and triaging customer calls, creating tickets and assigning them for resolution in accordance with Managed Operations Center protocols and procedures.
• Adapts to evolving customer care responsibilities. Fulfills additional duties as required.

Additionally, the Customer Success + Data Analyst will be responsible for complying with all Company and departmental policies, and for other projects/duties as assigned.

What You’ll Need to Succeed:

• 1-2 Years of IT experience; 1+ Years of experience in data analysis/visualization/integration; 1+ Years of experience in Customer Experience, plus a Bachelor's degree in technical fields, business, or data science. Equivalent combinations of education and experience will be considered. Prior experience (1+ Years) working in an IT Managed Services Provider or other outsourced IT service provider is highly desired.
• Strong proficiency utilizing Microsoft Power Platform and PowerBI for data visualization is required; experience with Cognition360 and other data analytics/visualization tools highly desired.
• PL-300, PL-200 and/or PL-900 certification from Microsoft highly desired and may become required for continued employment.
• Strong proficiency with various business systems, including Microsoft Office365 (Outlook, Teams, PowerPoint)
• Proficiency in PowerShell/automation scripting and/or SQL/database management highly desired!
• Demonstrated ability to provide high levels of customer service, meet deadlines, and provide consistent, quality communication in written/verbal (English) formats.
• Demonstrated effectiveness in a role with frequent change and ambiguity as business needs shift.
• Prior success in a role requiring high degrees of accountability, communication, and collaboration.
• Experience gathering and analyzing data, performing quality assurance data reviews, and compiling condensed information into consumable reports.
• Demonstrated success in combining datasets from multiple sources, including APIs.
• Proven history of making data-driven recommendations to improve business outcomes.
• Understanding of Customer Success methodologies and practices, including (but not limited to) segmentation, customer journey, and customer health scoring.
• Strong written/verbal English communication skills, including interpersonal and presentation skills with the ability to persuade others to act.
• Familiarity with project management methodologies and demonstrated ability to work independently and collaboratively to carry out multiple projects/priorities at once, while successfully meeting deadlines and expectations.

Physical Demands:

The essential functions of this job require: the ability to frequently sit and stand for long periods of time; to manipulate objects with fine and gross motor skills; to communicate in written and spoken English; to hear; to utilize close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Managed Solution is an equal opportunity employer and will consider qualified applicants who can perform the essential functions of the job, with or without reasonable accommodation.

Shift + Availability: Monday through Friday, hours to be agreed upon based on Company needs. Company operates in Pacific Time Zone, though some scheduling flexibility may be offered for employees in other regions.

Work Location/Remote Status: This position is eligible for remote work, within a state where Managed Solution has payroll operations. Employees will work from a home office within an assigned state. Your presence at our company headquarters in San Diego, CA; at meetings/conferences/off-site events; at client locations; or elsewhere, may be required on occasion.

E-Verify Participation:

Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. Managed Solution participates in the federal E-Verify program to validate the authenticity of work eligibility documents. As part of this program, Managed Solution will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For more information, see https://www.uscis.gov/e-verify.

Compensation & Benefits*

Base Wage Range: $25.00 to $30.00 per hour

Managed Solution considers a range of factors when determining an appropriate wage. Such factors include but are not limited to: years of related experience, industry knowledge, formal education, relevant certifications, and geographic location. Wages are paid as earned and in accordance with Company policies.

Additional Perks:

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+
• 40 hours of Sick Time per calendar year
• 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days
• Holidays – Managed Solution celebrates 7 paid holidays each year
• Plus, 1 Floating Holiday per Year… and 2 After 5 Years of Service!
• Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan (Optional Flexible Spending Account for eligible Health Care or Dependent Care costs)
• Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7
• $100K Life/AD&D policy provided for all employees, free of charge!
• Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more!
• $80/Month Cell Phone + Internet Reimbursement

*All Company compensation and benefits programs are subject to Company policy and plan documents and are subject to change at Company’s sole discretion. Some programs may differ based on eligibility/availability/regulations in an employee's home state or locale.

Why our employees love working here: We believe our strength comes from our differences, and we are committed to fostering and promoting a culture of diversity and inclusion. We believe our team and our community are our greatest assets and we strive to promote both. From providing our employees the time to pursue Microsoft certifications, to supporting and partnering with multiple non-profit organizations, we believe this is where healthy and happy employees thrive.

As we grow, we are anchored and driven by our Core Values: I <3 IT!

• Integrity – We demonstrate consistent, trustworthy behavior. We are honest with everyone, take ownership (even in the face of failure), and do the right thing... even when no one is looking.
• Heart – We show genuine care for our community, our customers, and our culture. We believe people are at the heart of IT! We are authentic, inclusive, and take time to celebrate and enjoy one another's company.
• Innovation – We cultivate a diverse work environment and forward-thinking business by supporting an open exchange of ideas, driven by creativity and collaboration. We're dedicated to consistently delivering excellence through a ‘yes- to- what’s-next’ attitude.
• Teamwork – We work together and support one another to achieve a clear, common goal, while taking accountability for our own contribution's and the overall team's success.

Inclusion & Equal opportunity employment: We are an equal opportunity employer committed to Diversity, Inclusion & Belonging. Individuals seeking employment at Managed Solution are considered without regard to any protected category including but not limited to, race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity or sexual orientation. At Managed Solution we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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