Senior Customer Success Data Analyst

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 30,000 teams around the globe, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as G2, Gartner, Capterra, and IT Central Station. 

Responsibilities:

• Data Collection and Analysis: Collect and analyze customer data, including usage patterns, feedback, and customer health metrics, to identify trends and insights that inform decision-making.
• KPI Monitoring: Develop and maintain key performance indicators (KPIs) to track and measure customer success and satisfaction. Generate regular reports to share insights with stakeholders.
• Customer Segmentation: Segment customers based on various criteria such as product usage, behavior, and feedback to tailor engagement strategies and support initiatives.
• Predictive Analytics: Utilize predictive analytics models to forecast customer behavior, identify potential churn risks, and recommend proactive measures to mitigate them.
• Customer Feedback Analysis: Analyze customer feedback and survey responses to gain insights into satisfaction levels and areas for improvement. Translate feedback into actionable strategies.
• Product Adoption Analysis: Assess product adoption rates and identify opportunities to improve user onboarding and feature utilization through data-driven recommendations.
• Cross-functional Collaboration: Collaborate closely with Customer Success, Sales, Marketing, and Product Development teams to share insights and influence strategies for enhancing customer success.
• Automation and Tools: Implement and maintain data automation processes and tools to streamline data collection and reporting.
• Continuous Improvement: Stay updated on industry trends and best practices in customer success analytics to continuously improve our approach.

• Proven experience in data analysis and reporting, with a focus on customer success or customer data.
• Proficiency in data analysis tools and languages (e.g., Excel, SQL, Python, R).
• Experience building dashboards, reports, or tools through BI tools such as Metabase, Power BI, Looker Studio, etc.
• Basic knowledge of machine learning algorithms for predictive analytics
• Strong analytical thinking and problem-solving skills.
• Excellent communication skills with the ability to translate data insights into actionable recommendations.
• Detail-oriented and able to manage multiple data sources efficiently.

At Katalon, we bring together self-starting, open-minded, and talented people while actively promoting a transparent and growth-enabling working environment. But don’t just take our word for it. Take a better look below!

• Total Remuneration: Satisfying your financial goals through competitive compensation and periodic performance bonuses.
• Well-being & Work-life Balance: Staying healthy through comprehensive health plans, flexible work arrangements, and generous paid leaves.
• Statutory Compliance: Labor compliance with local regulations that ensure employee security.
• Work Facilities & Accommodation: Top-notch equipment, supportive allowances, and A-class facilities.
• Diversity, Equity, Engagement, & Inclusion: Becoming part of a global team that celebrates differences, equal opportunity, and meaningful employee recognition.
• Growth & Rewards: Thriving professionally through employee enablement, a culture of trust, and rewarding performance.

Katalon is proud to be an equal-opportunity employer. We care about our people and celebrate our differences. We want to work with talented, collaborative, and innovative people. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other characteristics protected by law.