Business Analyst, Customer Operations

| Austin

What is the opportunity?

The Business Intelligence team is looking for an experienced analyst to focus on customer operations and retention. As a business analyst, your goal will be to use data analysis to yield new insights about our customer base and make recommendations for increasing revenue and operational efficiency.

Here’s a sampling of what you’ll tackle in this role:

  • Own reporting for our Customer Operations team: Identify key performance indicators and design reporting for stakeholders across all levels (individual contributors to the COO) and functions (customer success, onboarding, content, operational excellence). Build both xls and Tableau reports that deliver actionable insights to the team.
  • Dive deep into customer data: You will be tasked with developing a deep understanding of key retention drivers like customer demographics, pricing and product selection
  • Build models to forecast retention and operations: You will build a variety of models to answer operational and financial questions. For example, these models will help us to assess retention impact of operational initiatives, project hiring needs, evaluate new opportunities, and create long range operational and financial forecasts.
  • Dive deep into our Customer Operations organization: As the key data partner for our Customer Operations organization, you will need to develop an intimate knowledge of the inner workings of our business processes and the customer life cycle
  • Interface with Product Team:  Use your customer retention expertise to help inform the roadmap for our Product teams by being a thought partner for new product and process roll-outs

What will it take to succeed?

  • 3-5+ years of experience as a data analyst or in a similar data-focused capacity
  • Demonstrated analytical skills and problem-solving acumen
  • Highly motivated and able to take ownership of analysis projects from start to finish
  • Passion for working in a fast-paced environment, with an ability to adapt quickly to changing priorities
  • Strong communication skills, and the ability to translate the results of complex analysis into a simple and actionable explanation
  • An exemplary work ethic, a “get it done” attitude, and high personal accountability
  • Enthusiasm for local businesses and a fit with Main Street Hub values
  • Excellent Excel and SQL skills are a must
  • Experience with business intelligence software, particularly Tableau, is a plus
  • Bonus points for:
    • Exposure to CRM and marketing automation systems (Salesforce.com preferred).
    • Familiarity with the Local/SMB space

Why is it exciting?

  • You will play an integral role in shaping growth strategy across the entire company
  • This role will report directly to the Vice President of Finance, with close relationships with the Customer Operations and Product teams. You’ll get a well-rounded view into the inner-workings of the organization, and build relationships with key individuals across the company

What are the benefits and perks?

  • Mission-driven, values-based culture.
  • Unlimited paid time off, plus company holidays.
  • 100% paid medical, dental, and vision option.
  • 401(k) match.
  • Employee Stock Purchase Program.


Read Full Job Description

Location

600 Congress Ave. Suite 1200, Austin, TX 78701

What are Main Street Hub Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

All team members get three weeks paid time off, plus holidays, 100% paid medical, dental, and vision insurance for employees, and 50% of premiums paid for dependents, and a 401(k) plan. We also have an excellent gym membership plan.

We're in the heart of the city near tons of local businesses, and our offices are designed with our customers and our culture in mind. There are large open workspaces and no private offices making it easy for collaboration and transparency to thrive. And every day we are fueled by the full-service Houndstooth Coffee espresso bar.

We also offer endless snacks, fridges that are always stocked, and of course, we know our team loves the opportunity to have local beer on tap. All of these perks and benefits help us attract and retain outstanding colleagues, who will in turn do great work for our local business customers -- which is, after all, why we’re all here.

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