Data Scientist – AI and Automation in Customer Success

Company Description

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high-value work they live for.
 

Job Description

We are looking for an experienced and highly motivated Data Scientist specializing in Artificial Intelligence and Machine Learning to drive the automation of business processes across the LAER lifecycle. This hands-on role will focus on leveraging data science techniques to reduce manual tasks, streamline workflows, and integrate data across systems to optimize customer outcomes. You will work closely with cross-functional teams to create, implement, and monitor automation solutions that directly enhance customer experience and operational efficiency.

Key Responsibilities

• Data Integration & Automation: Develop and deploy machine learning models to automate processes and integrate customer data across multiple systems of record.
• Process Optimization: Analyze and improve customer workflows, identifying opportunities for automation to remove manual effort within the LAER lifecycle stages.
• Predictive & Prescriptive Analytics: Build predictive models to anticipate customer needs, enabling proactive support and decision-making within the Customer Success team.
• Tool Development: Create tools and frameworks to enable Customer Success Managers (CSMs) to interact with automated insights, reducing repetitive tasks and enhancing customer interaction efficiency.
• Collaborative Solution Design: Work closely with the Product, Data Engineering, and Customer Success teams to ensure that AI solutions are well-aligned with customer outcomes and business objectives.
• Continuous Improvement: Regularly evaluate the performance of deployed models and adjust them to ensure they meet evolving customer and business needs.

Key Accountabilities

• Process Automation Implementation: Design, test, and deploy machine learning models and automation solutions.
• Performance Monitoring & Adjustments: Track the success of automation tools and adjust algorithms to optimize their effectiveness and align with customer outcomes.
• Data Accuracy & Integration: Ensure data consistency across systems and work to enhance data integration for a seamless end-user experience.
• Stakeholder Communication: Regularly report on automation initiatives and impact metrics to stakeholders, demonstrating value and return on investment.

Key Metrics for Success

• Automation Coverage: Percentage of LAER processes automated with minimal manual intervention required.
• Reduction in Manual Tasks: Measured decrease in time spent on manual, repetitive tasks by Customer Success Managers (CSMs).
• Model Accuracy & Performance: Precision and recall metrics for deployed predictive models, with targets specific to business requirements.
• Customer Experience Improvement: Improvement in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) due to more streamlined processes and faster response times.

Qualifications

• Bachelor’s or Master’s degree in Data Science, Computer Science, Statistics, or a related field.
• Proven and hands-on experience in data science, preferably in SaaS or enterprise software.
• Proven expertise in machine learning, natural language processing, or automation specific to business processes.
• Proficiency in Python, SQL, and experience with AI/ML frameworks (e.g., TensorFlow, PyTorch).
• Strong understanding of data integration practices and API connectivity across SaaS platforms.
• Excellent analytical skills with a problem-solving mindset and the ability to translate business needs into technical solutions.
• Strong communication skills and experience working with cross-functional teams.

Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fastpaced, high-growth, people-centric company, delivering enterprise software for a great people experience, 
and offering our own people a host of benefits and development opportunities. Grow with us
At Unit4, we offer:

• a culture built on trust - giving you the freedom and autonomy to be successful, 
• balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being,
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry,
• a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet,
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.