Customer Performance Analyst

7 months ago


กรงเทพมหานคร, Thailand Unilode Full time

**About Unilode**

**Position Overview**

The Customer Performance Analyst (CPA) will enable and support a meaningful Customer Performance Cadence by jointly working with the Customer Success Manager (CSM) and the Data Analysts to create a Monthly/Quarterly Performance Story Deck for carriers. In addition, the CPA will also work with Product Owners to facilitate any customer specific rollout of product deliverables.

**General Responsibilities**
- Own the activities surrounding the customer performance cadence, including reporting and analysis, storyline preparation, and follow-up support with the CSM.
- Support the production of monthly, quarterly, and annual business reviews - with informed analysis and performance trends.
- Collect data and update standard performance slides and share them with CSMs and other CPAs as required.
- Work with the Business Analytics & Process Excellence (BAPE) team to develop the Customer Dashboard for their respective customers, including JP and Performance KPIs.
- Discuss and initiate individual customer data analysis in cooperation with the CSM teams to enhance service quality.
- Document the processes and limitations of any created reports and analysis via Confluence.
- Constantly share valuable data analysis with other Customer Performance Analysts to ensure a consistent customer experience.
- Facilitate any customer-specific rollouts of new products/features in cooperation with the relevant product owner/s. Additional duties as assigned.

**Qualifications**
- Relevant work experience in the field and or a Degree qualification (including but not limited to a qualification in Business administration, finance, analytics/statistics)would be desirable.
- Demonstrable experience working with KPIs and performance management domains with close focus on customer impact.
- Experience in defining KPIs and data analysis/insights.
- Extensive storytelling (presentation) capability in translating complex information and analytical findings into actionable insights.
- Knowledge of the following programming languages is preferred, not mandatory (R / Python / SQL / git).
- Basic understanding of how Coding/Programming is executed to be able to read the logic and translate.
- Established business and financial acumen.
- Open minded, positive and constantly seeking for solutions.
- Structured, organized, driven with high level of energy.
- Robust analytical and quantitative skills, as well as attention to detail.
- Excellent verbal and written communications.
- Strong interpersonal and influencing skills.
- Demonstrated success in a high pressure, dynamic, fast-paced environment.
- Discretion and confidentiality.
- Eager to learn new technologies and skillsets



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