Customer Success Analyst

Our Company:

At impact.com, our culture is our soul. We are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting-edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world..then this is the place for you.

impact.com is the global leader in Partnership Automation. We work with enterprise and innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage all different types of partnerships. From social influencers, B2B, strategic partners, publishers, and traditional affiliates, we have them covered. Our combined suite of products covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008 by the same team that founded Commission Junction, Impact has grown to over 500 employees and ten offices across the United States, Europe, Africa, and Asia.

Why this role is exciting!

As a Customer Success Analyst, you will work closely with our Customer Success team by analyzing data and providing them actionable insights to ensure we maximize the growth potential of our clients, drive new partnerships, and identify any potential churn risk. Additionally, you will work closely with clients to gather feedback, find trends, and identify opportunities for automation and areas for improvement within the platform.

This role requires a combination of excellent communication skills, an understanding of customer needs, the ability to work independently but also collaborate effectively, and a deep data drive, analytical, and critical thinking mindset. 

Core Competencies and Required Experience: 

• Strong analytical and critical thinking
• Creative with Data
• Curious with the ability to think abstract
• Qualification in statistics, mathematics, or a related field
• Detail-oriented and able to efficiently prioritize tasks
• Strong interpersonal and communication skills
• Ability to build relationships with clients; experience in customer success, account management, or a related client-facing role a plus
• Self-motivated and able to work independently, while also collaborating effectively with internal teams
• Experience as a Data Analyst in retail, financial services or B2C environment a plus
• SQL Skills a plus
• Experience with SFDC or other customer CRM software required
• Expert Excel / Google Sheets skills required
• Experience with data visualization software required (Tableau, Looker, DOMO, or similar)
• Familiarity with the affiliate marketing industry or performance marketing is a plus

Essential Responsibilities:

• Analyze data and provide insights on the growth potential of our clients so we can align our engagement efforts
• Use data to predict what kind of product or service will be most useful for clients in the future
• Gather information from various sources and interpret patterns and trends 
• Monitor and report on metrics and KPIs
• Build dashboards and reports in Domo, Looker, and SFDC
• Provide trend analysis and actionable insights on new and existing partnerships
• Measure the effectiveness of advertiser's campaigns and strategies
• Convert complex data and findings into understandable tables, graphs, and written reports
• Perform ad hoc benchmarking and gap analysis research for clients
• Identify opportunities for automation and areas for improvement within the platform
• Define the methods and metrics by which we’ll measure progress and success
• Provide customer insights and share optimization opportunities based on customer data
• Other duties as assigned by the Company

Salary range: $75,000-$85,000 Variable Commission Plan (Additional $18,750.00 - $21,250.00 on top of base) additionally eligible to receive generous Restricted Stock Unit (RSU) grant.

*This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

Benefits (Perks):

• Medical, Dental and Vision insurance
• Unlimited responsible PTO
• Flexible work hours
• Parental Leave
• Free Affiliate & Partnerships Industry Fundamentals Certification by PXA.
• Catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled. 
• Flexible spending accounts and 401(k)
• An employee-led culture team that plans inclusive events- meaning time together and other events to celebrate our many successes!
• An established company with a cool, high-velocity work ethos, where each person can make a difference!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#LI-Hybrid-NewYork,NewYork

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Salary : $75,000 - $85,000