Overview

　　We're looking for an Analytics Manager to join the Mailchimp Customer Analytics team. In this role, you'll help set the course for Mailchimp, partnering with Customer Success Management and Product Support leaders to uncover and quantify the most valuable opportunities and shape the strategic roadmap for scaling and elevating human assistance to our customers. You will lead a team of analysts, guiding business decisions using experimentation and rigorous measurement to deliver performance insights. You will serve as a trusted advisor to the VP of Customer Success and Care, providing an objective lens on business performance and our progress against our strategy.

　　You will lead at multiple altitudes - as a thought partner to executive stakeholders, as an analytics manager in overseeing the work of your team, and as an individual contributor on priority projects. You'll work closely with other analytics teams and cross-functional partners across strategy, revenue operations, product, data, and marketing. In this capacity, you will be positioned to shape strategy and support initiatives that will help fuel the growth for hundreds of thousands of small businesses.

　　This position is based in Atlanta, GA. We offer relocation.

　　What you'll bring

　　Functional

　　Deep understanding of customer support and customer success enablement (Zendesk reporting, experimentation, next best action modeling), and user behavior data (Google Analytics, Adobe Analytics, etc.)Expertise in analyzing data from qualitative/quantitative sources, developing actionable insights, and presenting narratives to executive and cross-functional leadership You have strong record of collaboration and influencing executive decisions based on analytical insights

　　Technical

　　Advanced knowledge in SQL and experience working with cloud based data warehouses Experience in stitching together disparate data sources and building data infrastructure, defining KPIs, and tracking business performanceExperience with business case modeling and market/opportunity sizingDemonstrated experience with data visualization tools (Tableau/Looker) and dashboard development

　　Work/Education

　　Minimum of 7 years of experience in an analytics-focused role, 1+ years of managing an analytics teamPrior work experience in a SaaS company and customer support or success enablement function preferred. Strategy consulting experience a plusBachelor's or Graduate degree, Field of Studies required: In a quantitative field or commesurat experience such at Statistics, Business Analytics, Data Science, Applied Math, Econometrics or Operations Research.

　　How you will lead

　　Partnership & Management

　　Build relationships and provide analytical guidance to business stakeholders and leadersGrow the Customer Analytics team both through hiring and coaching, training and mentoring existing team members with functional teams they supportManage team capacity planning and staffing

　　Analysis & Insights

　　Build analysis plans for individual or team analysis projectsFacilitate insight generation from KPIs, decomposing trends and underlying driversUsing a combination of SQL, Excel/Sheets, and Tableau, analyze multiple kinds of data sets to provide a complete picture of user behaviorDesign experimentation initiatives, develop experiment tracking, analyze results and present recommendationsPartner with data engineering to plan and build data infrastructure to support customer engagement, product use, and revenue analyticsPartner with Data Science teams to build propensity models for reducing churn and maximizing customer valueLead the development of Customer Team reporting (e.g., Tableau & Looker dashboards, visualizations)Drive methodology iteration and build templates for common analysis projectsIdentify and synthesize both quantitative and qualitative research and trends related to the business Craft narratives and recommendations from analyses, build presentations, and present findings to business stakeholders to drive business decisions