We’re looking for a CRM Analyst to dig into our customer interactions (automated and human) and uncover actionable insights across our customer journeys (sign-up, onboarding, activation, etc). Working closely with Product, Marketing and Customer Service stakeholders globally, you'll connect the dots between different data sources to uncover pain -points, gaps and opportunities in our customer experience.
Sitting in the CRM Platform Team, you’ll be the expert of our operational reporting tool Tableau CRM (Einstein Analytics) and have an understanding of information design, to develop intuitive and insightful advanced dashboards. Our goal is to create the best customer experience to drive customer satisfaction and conversion, and reduce customer support contact rates.
What you’ll do
Manage the configuration of Tableau CRM, including feature enablement, data integrations and security
Analyse automated customer communication channels for different user journeys globally to optimise our proactive outreach and reduce customer support touch points
Evaluate automated inbound support (e.g. chatbots) to identify how we can support our customers as quickly as possible with common questions
Use customer support data to provide insights into performance, trends and benchmarks, and identify correlations to our automated communication channels
You’ll be great for this role if
You have a strong understanding of ETL processes for dataset preparation, data concepts and modelling.
You have hands-on experience configuring Data Flows, Sets, Lenses and Dashboards with Tableau CRM.
You’re experienced with Salesforce Service Cloud, Bots and Einstein Predictions, with a strong understanding of how customer interactions are managed using the Salesforce platform, and how to relate service interactions with automated Email, SMS and Push.
You’re proficient in SQL, and ideally SAQL and JSON.
You have excellent English communication skills and are comfortable presenting your findings to multiple stakeholders as well as training business users on insights and dashboards.
Why you should join SumUp
We’re a truly global team of 2000+ people from 60+ countries, spread across 3 continents.
You'll have the opportunity to make an impact as we work in flat hierarchies.
You'll attend global offsites and regular team events.
You’ll receive a budget for attending conferences and external training.
We offer a corporate pension scheme, 28 days’ paid leave, free German and yoga classes, subsidised Urban Sports Club membership and other great benefits.
We believe in the everyday hero.
Small business owners are at the heart of all we do, so we're creating tools that help them run their businesses. With a founder’s mentality and a 'team-first’ attitude, our diverse teams across Europe, South America and the United States work together to ensure that the small business owners we partner with can be successful doing what they love.
SumUp is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. SumUp does not make hiring or employment decisions on the basis of race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. SumUp also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.
SumUp will not accept unsolicited resumes from any source other than directly from a candidate