Senior Customer Experience Analyst

Snowflake’s Support Analytics team is expanding! 

We are on the lookout for a highly skilled Senior Data Analyst who thrives on tackling complex business challenges. In this role, you will leverage your critical thinking and advanced analysis expertise to create and manage data-driven feedback loops that drive continuous improvement across our organization.

Reporting to the Senior Manager of Support Analytics, you will play a pivotal role in identifying areas where our Customers, Support Engineers, and Support Leadership can optimize their efforts. By streamlining these processes and providing actionable insights, you will help enhance product supportability, boost the efficiency of Snowflake Support, and elevate our Customers’ satisfaction and engagement with Snowflake’s products.

As the ideal candidate, you will harness data to inform strategic business decisions. Your ability to mine data across various channels enables you to craft a holistic view that empowers our organization to make informed, impactful decisions. 

If you are passionate about data and eager to drive meaningful change, we want to hear from you!

RESPONSIBILITIES:

• Case Review & Insights: Conduct case reviews, thoroughly investigating support cases and Jira to gather 'on the ground' insights about customer challenges and opportunities.
• Data Analysis & Insights: Analyze large datasets related to customer support to extract meaningful insights and drive business decisions and strategy.
• Technical Expertise: Utilize SQL and Python for data manipulation and analysis within the Snowflake environment, applying AI and ML techniques such as text classification, topic modeling, and anomaly detection to address complex support challenges.
• Cross-Functional Collaboration: Work closely with Global Technical Support, Product, and Engineering teams to understand their data needs and deliver actionable insights.
• Data Integrity: Ensure data consistency and quality across various sources.
• Narrative Crafting: Create data narratives and recommendations based on analysis findings to drive business and organizational impact.
• Presentation Skills: Present data-driven recommendations to stakeholders and leadership teams clearly and persuasively.
• Strategic Data Mining: Mine data across the enterprise to create a comprehensive view for strategic decision-making.
• Relationship Building: Regularly sync with Global Technical Support, Product, and Engineering teams.
• Continuous Improvement: Drive the continuous prioritization of support feedback into the Snowflake product with well-qualified suggestions and actionable recommendations.
• Scaling Deliverables: Partner with multiple teams to scale deliverables as the organization grows, ensuring customer requirements and needs are met continually.

QUALIFICATIONS:

• Educational Background: BA/BS in Computer Science or a related field or equivalent experience (7+ years) in the software and/or cloud platform industries.
• Analytical Skills: Strong ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy.
• Technical Proficiency: Expertise in SQL and Python, with solid knowledge of AI and ML techniques and tools.
• Insight Distillation: Ability to distill data into actionable insights and clearly present complex ideas to technical and non-technical audiences.
• Problem-Solving: Outstanding problem-solving skills, with the ability to negotiate and build relationships.
• Technical Understanding: Strong technical background with the ability to grasp and convey highly technical subject matter.
• Communication Skills: Excellent presentation and written and verbal communication skills in a global environment.
• Time Management: Effective time management skills, with the ability to coordinate and prioritize tasks.
• Emotional Intelligence: High levels of emotional intelligence, empathy, and proactivity, with the ability to advocate for clients and internal teams.
• Team Player: Excellent team player, capable of working with virtual and global cross-functional teams.
• Adaptability: Ability to work in a dynamic, ever-changing environment with urgency.
• Experience: Proven experience as a Data Analyst, preferably experience working in a customer service organization or having experience with support data in enterprise technology.