Senior Analyst - Customer Advocacy

Key Skills

Algorithms, Apache Hadoop, Apache Hive, Data Analytics, Data science techniques, Data Visualization, Design, ETL frameworks, Logistic Regression, Python Programming, R Programming, SQL, Statistics, Tableau

Job Description

The Role

• In this role you will be the trusted advisor to our Customer Advocacy (CA) Team. As Atlassian continues to grow and scale-up, the CA Team manages all of the non-technical business support processes for our customers, that are still in the process of being automated. From helping with complex billing issues, to a simple password reset, the CA Team is on the front lines of keeping our customers moving toward success. This team relies heavily on data to optimize their activities and make strategic decisions, which is why this role is so important.

• You will conceive, build, maintain, and manage dashboards to monitor the success of our Customer Advocacy team.

• Be a subject matter expert on the Customer Advocacy team’s data, such as what data is available, which fields are the most reliable and how to connect this data to other key sources (such as contact or entitlement information).

• Consult with our Process team on changes/additions to the system of record including the implications of those changes on existing and future analyses.

• Provide what-if data models for team capacity planning, based on a wide variety of possible business scenarios.

• Contribute slides to translate analytical findings to data visualizations for consumption by an executive-level audience, and consult with them on next steps.

• Dig into a variety of large data sets to identify trends, gaps, and opportunities to move business forward.

• Consult with data engineers on our scalable data infrastructure for analytics.

• Use data visualization, statistics, and storytelling to effectively answer open-ended and vague business questions.

• Regularly mentor and lead other analysts on challenging projects.

Who You Are

• 5+ years experience in an analytics field.

• You are able to act as a data interpreter between technical teams and non-technical stakeholders, being able to tell a story with data.

• You have a strong technical background in data visualization tools like Tableau, you know statistics, SQL, and data instrumentation.

• You independently navigate through complexity and ambiguity.

• You are able to see a business problem that needs a technical solution, and are excited to solve it just because it needs to be solved.

• You have experience working on forecasting and capacity planning.

• When presented with a challenge, you can present multiple solution options to senior leaders and explore the possible outcomes.

• You are able to balance organization and documentation of your work with the variable urgency of requests and feeling comfortable with the trade-offs that will have to be made in certain situations.

You Might Also Know 

• B2B, channel sales, marketing, product telemetry, customer lifecycle.

• Technical skills in ETL processes, R/Python.

• What it’s like working for a software company.

• You know how data sciences concepts like algorithm training, logistic regression, and outlier detection fit into analytics solutions.

• Distributed computing concepts (Hive/Hadoop) and how that impacts solution designs.

• Dabbled in some data sciences because it was interesting.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $152,200 - $202,900

Zone B: $137,000 - $182,600

Zone C: $126,300 - $168,400

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

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