Customer Analytics Specialist
DISHER · Remote
Extracted from the posting
Customer Analytics Specialist reporting to the VP, Customer Operations, for an organization moving from logistics services to technology-enabled services. The role builds customer health scores, churn propensity models, and renewal dashboards to drive Net Revenue Retention, and maintains connections between internal database, CRM, and Power BI or Tableau. The stack includes Python (pandas), ERP/WMS data sources, and CRM tools such as HubSpot, Salesforce, or Pipedrive.
Customer Analytics Specialist
DISHER is currently partnering with an organization that is evolving from a logistics services company into a technology-enabled services company. Technology, data, and AI increasingly are determining not only how efficiently they operate, but what services they can offer, how differentiated those services are, and the value they can create for their customers.
In this role, you will build and own customer analytics that directly drive Net Revenue Retention and customer success outcomes. You will translate complex customer data into actionable insights and automated intelligence that enable Account Managers, Customer Success Managers, and executives to make faster, more informed decisions about retention, expansion, and customer value.
You will report to the Vice President, Customer Operations and work directly with customer-facing teams to understand what decisions they need to make, validate whether your analytics are creating measurable impact, and iterate toward insights they trust and act on.
What you will get to do:
- Build and maintain a customer health score combining order frequency, dispute rate, response time, fill rate satisfaction, and other key indicators
- Produce weekly "at-risk account" reports (red/yellow/green) with specific drivers of score changes
- Develop a churn propensity model that flags accounts 30-60 days before potential churn
- Automate renewal dashboards with win probability estimates
- Support internal and customer data analysis requests for executive and board-level decision making
- Generate monthly insight views and reports to identify expansion opportunities
- Perform market share analysis to identify wallet share movement
- Track service behavior and activities by account and surface SLA upgrade opportunities
- Produce quarterly customer value reports for Account Managers and CSMs to use in customer QBRs
- Build executive-level decks for monthly and quarterly business reviews
What success looks like:
- A 30% reduction in "red" health score accounts week-over-week
- A 50% reduction in CSM time spent on manual data extraction from baseline
- 100% on-time delivery of automated reports
