Senior Data Analyst - Customer Success

At Jimdo, our mission is to help small businesses start, grow, and ultimately thrive online. Small businesses face new challenges with very little support or recognition. We know how hard this can be, because we have been in their position. That’s where you can help us—by designing intuitive tools to help small businesses solve complex problems.

With a forward-leaning and self-driven attitude, we continue to find new ways to help our customers get their ideas out into the world. As a team, we run at a steady pace to achieve what we aim for. We learn best by gathering data, trying new things, and sometimes even falling down along the way. It’s the lessons we learn in the process that make us better problem-solvers for small business owners.

If you’re motivated by our mission and excited to roll up your sleeves, try new things, learn from mistakes, and make a difference to small businesses around the world, we would love to work with you.

Location

We are happy to invite you to work with us in our office in Hamburg or permanently remote from any location. Wherever your working location of choice will be, we will make sure you get proper onboarding (virtual or in person) and that you are fully equipped to become part of the team from day one.
Regarding candidates who want to relocate to Hamburg: Due to COVID our offices are temporarily closed. We will invite you to start working with us from your current location for the time being. Once the borders are reopened, and the Embassies accept visa applications again, we will initiate the relocation process to Hamburg. Until then, you will be invited to work with us remotely with a temporary contract.

Your Mission

We meet our customers on the eye-level and aim to always offer them the best service for their website. Therefore, customer service is a core element of our success. We are now looking for a Data Analyst within the Business & Marketing Analytics Team who will aim to improve our understanding around Customer Support, Success and Experience. You will work closely with our Head of Customer Support, the Customer Support and Success Leads, as well as with the Support Operations team. We are a diverse team with broad domain knowledge and experience. Our mission is to foster the understanding and usage of data throughout the company and enable data-driven decision making.

We are looking for a proactive work-attitude, answering questions from other stakeholders will just be a small part of the role. The big part will be proactively creating projects, analysis and deep dives yourself together with your colleagues. Nobody will tell you where to look or what to do, we are looking for a person, within the context of the business to move things forward. We would actually expect you to show others how to effectively work with data and live as a role model. Same thing goes for tools and methodologies, we want you to use the best approach to solve a problem and will not tell you how to best solve it. We will be trusting your skills and experience that you will find the best approach and tell us.

If you are passionate about translating complex business matters towards stakeholders, empowering people in making data-driven decisions, plus have a results-driven personality, then we’re eager to get to know you.

Responsibilities

• You interact with our Customer Support and Customer Success teams as well as with the Support Operations team to provide detailed quantitative analyses that will drive and inform strategic decisions
• You own Customer Support Analytics including its Tableau reporting and will produce insights and recommendations based on it
• You lever your experience to develop an in-depth analytical understanding of what drives customer success and customer experience for Jimdo and how it can be improved
• You iteratively optimize key performance indicators by means of A/B-testing or other innovative and creative analytics solutions
• You utilize and implement machine learning in order to create a customized support experience for our users
• You consult and advise key stakeholders and management on customer support strategy and opportunities
• You promote a data-driven mindset across the whole Customer Support organisation, making sure that data is at the heart of every decision we make
• You all consume and analyze available information, based on requests or on your own curiosity and produce insights based on it

Requirements

• You have 3+ years of experience in similar analytics or data science role(s)
• You are an expert in processing and evaluating big data sets with appropriate tools and methods (SQL, R, Python, Tableau, etc.) to understand and predict user behavior
• You do have domain experience in and around Customer Support & Customer Success
• You have a deep understanding of what best practice support analytics, customer journeys, customer segmentation, user modeling and A/B testing looks like
• You effectively communicate complex matters and requirements to non-domain experts in a simple, crisp and concise way - visually and verbally
• You have sharp business judgment and easily separate signals from noise when it comes to summarizing and presenting actionable insights
• You are creative, organized and self-motivated. You enjoy sitting close to the business and making an impact.

Nice to have

• You already worked in a SaaS / Freemium product environment
• You have a formal statistical or mathematical background for example university studies
• You have experience around forecasting
• You have experience with at least one Machine Learning framework and related tools (scikit-learn, weka, H2O, TensorFlow, Keras, MXNet, etc.)
• You stay informed and up to date with the development and events of recent scientific findings and market development

Andre will be happy to receive your application in English or German.

We hire for several positions within our data department at the moment. Please have a read through the other positions as well and feel free to let us know about all positions that would interest you. 1 application is enough - we’ll consider you for the others as well.

Jimdo is proud to be an equal opportunity employer. This means that we don’t discriminate based on race or ethnic origin, color, the language(s) you speak, where you (or your parents) are from, or whether or not you consider yourself to have a disability. Neither will your age, gender, gender identity, sexual orientation, religion, beliefs, or political opinions play a part in your application with us. We’re a diverse team in so many ways, and we love it that way.