Analytics Services Manager - Customer Success

About Invoca:

Invoca is the industry leader and innovator in AI and machine learning-powered Conversation Intelligence. With over 300 employees, 2,000+ customers, and $100M in revenue, there are tremendous opportunities to continue growing the business. We are building a world-class SaaS company and have raised over $184M from leading venture capitalists including Upfront Ventures, Accel, Silver Lake Waterman, H.I.G. Growth Partners, and Salesforce Ventures.

About the Role

Invoca is seeking a Analytics Services Manager to join our Customer Success Team. As our Analytics Services Manager, you will be primarily responsible for creating and helping to present meaningful and actionable insights to key Invoca customers in order to help them realize the value of their data. You will be working with large data sets, transforming the data, mining for insights and then helping to create compelling customer presentations. You will also be working cross functionally with teams such as Customer Success Management, Technical Account Management and Data Science.

You Will:

Insights Delivery and Analytics Consulting:

• Draw on strong analytics knowledge to organize large data sets and create meaningful insight driven presentations for Invoca customers, involving:

  • Complete analysis for customers, and provide them with quantifiable insights and recommendations to help improve their business issues and goals
  • Create visualization of data and trends
  • Data extraction, transformation, and model building

• Provide support for customer-facing review meetings or enable CSMs to present phone call analytics data in Invoca’s proprietary dashboards

• Complete reporting requests for customers, including but not limited to

  • Scoping out and completing new or custom reports for CSMs to present in executive business review meetings (EBR)
  • Identifying interesting insights and trends in reporting

Data Management:

• Complete data audits to evaluate platform efficiencies and reporting accuracy of the phone call analytics being delivered to our customers. Auditing work will involve:

  • Listening to random samples of phone call recordings to manually detect key performance indicators present in conversations, and compare the results against Invoca’s automated AI models.
  • Utilize audit results to identify trends, areas of concern, potential improvements that could be made to maximize reporting accuracy for customers

You Have:

• Bachelor’s degree or equivalent related work experience
• Certifications in Analytics or Data Science
• 2+ years of experience working as a Customer Success Manager, Marketing Analytics, Insights Manager or in an analytical Professional Services position.
• Strong skills in Excel Google Sheets & Google Slides
• Experience taking large data sets, mining for insights and then presenting insights in a non technical way to customers
• Experience managing multiple customer projects at one time and excellent time management skills
• Experience working with cross-departmental teams within a SaaS organization
• Advanced presentation skills that demonstrate technical proficiency, digital marketing knowledge, and good interpersonal skills.
• Ability to assess customer requirements, identify business problems, and demonstrate proposed solutions to customers

Pluses:

• Strong working knowledge of a conversation intelligence platform
• Experience working with machine learning and AI models.
• Experience working with Adtech and Martech platforms such as Google Ads and Google Analytics

Salary, Benefits & Perks:

Teammates begin receiving benefits on the first day of the month following or coinciding with one month of employment. Offerings include:

• Paid Time Off - Invoca encourages a work-life balance for our employees. We have an outstanding PTO policy starting at 20 days off for all full-time employees. We also offer 16 paid holidays, 10 days of Compassionate Leave, days of volunteer time, and more.
• Healthcare - Invoca offers a healthcare program that includes medical, dental, and vision coverage. There are multiple plan options to choose from. You can make the best choice for yourself, your partner, and your family.
• Retirement - Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%.
• Stock options - All employees are invited to ownership in Invoca through stock options.
• Employee Assistance Program - Invoca offers well-being support on issues ranging from personal matters to everyday-life topics through the WorkLifeMatters program.
• Paid Family Leave - Invoca offers up to 6 weeks of 100% paid leave for baby bonding, adoption, and caring for family members.
• Paid Medical Leave - Invoca offers up to 12 weeks of 100% paid leave for childbirth and medical needs.
• Sabbatical - We thank our long-term team members with an additional week of PTO and a bonus after 7 years of service.
• Wellness Subsidy - Invoca provides a wellness subsidy applicable to a gym membership, fitness classes, and more.
• Position Base Range - $70,000-$90,000 / plus annual bonus

This role is remote and open to candidates located in the United States and Canada. Please note that we are unable to provide visa sponsorship for this position.

DEI Statement

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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