Senior Customer Data Analyst

About Versapay 🚀
For growing businesses that need to accomplish more with less, Versapay’s Accounts Receivable Efficiency Suite simplifies the invoice-to-cash process by automating invoicing, facilitating B2B payments, and streamlining cash application with AI. Versapay integrates natively with top ERPs, while allowing businesses to collect with a self-serve payment portal and collaborate with customers and teammates to resolve what automation alone can’t. Owned by Great Hill Partners, Versapay’s employee base spans the U.S. and Canada with offices in Atlanta and Miami. With 10,000 customers and 5M+ companies transacting, Versapay facilitates 110M+ transactions and $170B+ in payments volume annually
Think you might be the next Veep to join? Read on!!
Our Values ⭐️ We obsess over our customers. ⭐️ We help each other. ⭐️ We embrace diversity. ⭐️ We find better ways. ⭐️ We get things done. ⭐️ We own it. 

At Versapay, the Analytics team unlocks growth and drives efficiency through data-driven insights. As our new Senior Customer Data Analyst, you'll empower each our customer-facing teams (Customer Success, Customer Care, and Professional Services) to make strategic and operational decisions, as well as drive optimal customer outcomes.
You will be the bridge between data and customer success, instrumental in analyzing the key customer touchpoints, identifying opportunities to improve the customer experience, optimize support processes, and guide customer retention strategies. You'll empower our customer-facing teams with the insights they need to make strategic decisions and drive optimal customer outcomes.
Reporting to the VP of Analytics, you'll leverage your expertise to uncover insights that fuel our value-based obsession with customers. This high-impact role requires adaptability, collaboration, and strong business acumen to navigate the broad and dynamic customer landscape at Versapay.

What you'll do:

• Customer Expertise and Focus: Become an expert in Versapay's customer lifecycle, target customer segments, and customer support landscape. Immerse yourself in the world of our customers and understand their needs, pain points, and engagement journey.
• Actionable Insights and Performance Analysis: Generate recommendations and insights from comprehensive analysis of customer success behaviors, support interactions, customer satisfaction scores, and churn data. Identify trends, opportunities, and areas for improvement. Leverage churn prediction and success propensity to empower the Customer Success and Support teams.
• Data-Driven Testing and Decision Making: Create and maintain frameworks for evaluating customer success initiatives. Design dashboards and reports that track key support and success KPIs, such as churn rate, CSAT, support ticket resolution time, and customer lifetime value, allowing stakeholders to make informed decisions based on data.
• Customer Support Optimization: Deeply understand the performance and efficiency of our customer support channels (e.g., phone, email, chat) to optimize staffing, improve response times, and maximize customer satisfaction.
• Data Quality and Collaboration: Collaborate with Customer Success, Customer Care, and Professional Services teams to ensure accurate data collection and tracking across all customer touchpoints. Work with these teams to define and implement tracking for customer interactions, support requests, and product usage.
• Customer Journey Analysis: Map and analyze the customer journey across multiple touchpoints to identify key engagement drivers, friction points, and opportunities for personalized messaging and support.
• Leadership Collaboration: Engage with Customer Success, Customer Care, and Professional Services leadership to develop a cohesive vision, roadmap, and prioritization framework for customer experience improvement. Create measurement frameworks, including metrics, dashboards, and visualizations, that help measure the effectiveness and impact of customer-focused efforts.

What you'll bring to the team:

• Degree in a quantitative field and 5+ years of proven experience leveraging data to drive impactful business decisions, ideally within a customer analytics or support operations context.
• Demonstrated ability to partner with and influence cross-functional customer-facing teams (Customer Success, Customer Care, Professional Services) by translating complex data into insights that drive customer satisfaction, retention, and lifetime value.
• Demonstrated knowledge of statistical methods, techniques, formulas, and tests, experience developing predictive models and forecasting customer behavior.
• Technical Competency: Advanced SQL skills, proficiency with Python/R, and experience with BI tools (e.g.Tableau/Power BI). Familiarity with CRM systems and customer support platforms is a plus.
• "Builder" Mentality: An ability to thrive in fast-paced environments with a track record of defining and executing high-impact initiatives. A desire to solve complex problems and find creative solutions.
• Business Acumen: Strong business acumen with a proven ability to translate complex data analysis into strategic recommendations. Adept at identifying key customer drivers, uncovering opportunities for customer experience improvement, and influencing decision-making through clear, compelling communication.
• Empathetic Collaboration: Assertive with humility – able to communicate both persuasively and positively. Maintain high standards for verbal and written communication. Demonstrated ability to present complex ideas to technical and non-technical audiences.
• Trusted advisor: Possess a high degree of integrity, the relentless pursuit of truth, and an ability to inspire change in the customer experience.

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All of our Veeps live out our core values: We look for excellence: individuals that are better than we are and not only meet our values but bring value to our teams.
Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. Think you have what it takes, but not sure you check every box? Apply to the role anyways. We’d love to talk and determine together whether you could be a great fit!
We are committed to providing an environment that is inclusive and accessible. Versapay is an equal opportunity employer and considers all applicants for employment without discrimination. Please let us know if accommodation for the recruitment/interview process is required and we will work with you to make sure your needs are addressed.