Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Role
We are looking for a Customer Success Specialist with a strong focus on Data Analysis to join our team. This role is ideal for someone passionate about leveraging data-driven insights to enhance customer experience, optimize processes, and drive strategic decisions. The CS Specialist - Data Analysis will work closely with Customer Success Managers, Operations, and other internal teams to analyze client trends, measure success metrics, and provide actionable recommendations
What you’ll do
- Analyze customer data to identify trends, pain points, and opportunities for improvement.
- Develop and maintain reports, dashboards, and visualizations to support CSMs and leadership in decision-making.
- Track key customer success metrics, such as retention rates, NPS scores, and engagement levels.
- Collaborate with CSMs to provide data-backed insights that enhance client experience and retention strategies.
- Work closely with Operational teams to streamline processes based on data-driven feedback.
- Assist in automating data collection, reporting, and analysis to improve efficiency.
- Present findings and recommendations to internal stakeholders in a clear and actionable manner.
- Support the CS team in creating data-backed case studies and success stories for clients.
- Identify process gaps and propose data-informed solutions to enhance operational efficiency.
- Ensure data accuracy and integrity while working with various internal systems and tools.
What You Bring
- Bachelor's degree in Business, Statistics, Data Analytics, Data Science, or a related field.
- 3+ years of experience in Customer Success, Data Analysis, Data Science, Business Intelligence, or a related role.
- Strong analytical skills with experience in data visualization tools (e.g., Tableau, Power BI, Looker).
- Proficiency in Excel, Google Sheets, & SQL
- Ability to translate complex data into actionable insights for non-technical stakeholders.
- Strong problem-solving skills and a proactive approach to identifying opportunities.
- Excellent communication and presentation skills.
- Ability to work cross-functionally and collaborate with various teams.
- Experience working in a fast-paced, customer-centric environment.
Nice to Have
- Certifications in Data Science, Business Intelligence, or related fields.
- Background in customer journey mapping
- Familiarity with A/B testing methodologies and experimentation frameworks.
- Experience with machine learning, predictive modeling, or statistical analysis is a plus.
- Experience working with NetSuite & Planhat is a plus.
Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.
About the Role
We are looking for a Customer Success Specialist with a strong focus on Data Analysis to join our team. This role is ideal for someone passionate about leveraging data-driven insights to enhance customer experience, optimize processes, and drive strategic decisions. The CS Specialist - Data Analysis will work closely with Customer Success Managers, Operations, and other internal teams to analyze client trends, measure success metrics, and provide actionable recommendations
What you’ll do
- Analyze customer data to identify trends, pain points, and opportunities for improvement.
- Develop and maintain reports, dashboards, and visualizations to support CSMs and leadership in decision-making.
- Track key customer success metrics, such as retention rates, NPS scores, and engagement levels.
- Collaborate with CSMs to provide data-backed insights that enhance client experience and retention strategies.
- Work closely with Operational teams to streamline processes based on data-driven feedback.
- Assist in automating data collection, reporting, and analysis to improve efficiency.
- Present findings and recommendations to internal stakeholders in a clear and actionable manner.
- Support the CS team in creating data-backed case studies and success stories for clients.
- Identify process gaps and propose data-informed solutions to enhance operational efficiency.
- Ensure data accuracy and integrity while working with various internal systems and tools.
What You Bring
- Bachelor's degree in Business, Statistics, Data Analytics, Data Science, or a related field.
- 3+ years of experience in Customer Success, Data Analysis, Data Science, Business Intelligence, or a related role.
- Strong analytical skills with experience in data visualization tools (e.g., Tableau, Power BI, Looker).
- Proficiency in Excel, Google Sheets, & SQL
- Ability to translate complex data into actionable insights for non-technical stakeholders.
- Strong problem-solving skills and a proactive approach to identifying opportunities.
- Excellent communication and presentation skills.
- Ability to work cross-functionally and collaborate with various teams.
- Experience working in a fast-paced, customer-centric environment.
Nice to Have
- Certifications in Data Science, Business Intelligence, or related fields.
- Background in customer journey mapping
- Familiarity with A/B testing methodologies and experimentation frameworks.
- Experience with machine learning, predictive modeling, or statistical analysis is a plus.
- Experience working with NetSuite & Planhat is a plus.