2025-06-07
Zendesk
Other
/yr
employee
contract
Austin
Texas
78701
United States
Location: Austin, Texas, United States of America
Requisition ID: R31491
Position_Type: Full time | Full time | Full time
Austin, TX / Remote NA
Overview:
We are looking for a data-driven analyst to join our Digital Programs and Customer Success team. This role focuses on measuring the effectiveness of digital customer success initiatives, identifying trends and opportunities, and providing actionable insights to optimize program impact and customer outcomes.
Key Responsibilities:
Collect, analyze, and interpret program performance data across multiple digital customer success channels and lifecycle stages.
Develop and maintain dashboards, reports, and scorecards tracking key metrics such as engagement, adoption, retention, and renewal.
Identify emerging trends, patterns, and customer behaviors to inform program strategy and enhancements.
Collaborate with Program Managers and leadership to define performance metrics and measurement frameworks.
Support data-driven decision-making by delivering timely insights and recommendations.
Work with cross-functional teams to ensure data accuracy, consistency, and integration from various platforms (webinars, email, CRM, product usage).
Help establish processes for ongoing program evaluation and continuous improvement.
Contribute to the development of AI-driven analytics and personalization approaches to enhance reach and relevance.
Requirements:
3+ years experience in analytics, data science, or business intelligence preferably in customer success, marketing, or related functions.
Proficiency in data analysis tools such as Excel, SQL, BI tools (Tableau, Looker, Power BI), or similar.
Strong analytical skills with ability to translate data into clear, actionable insights.
Experience with customer lifecycle metrics and digital engagement data is a plus.
Excellent communication skills and ability to work collaboratively across teams.
Detail-oriented, with a passion for accuracy and continuous learning.
Familiarity with CX/CS tools like Gainsight, Salesforce, Zendesk, Gong
2-3 days in office
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.
Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.
We’re aware of an increase in recruitment scams where individuals falsely claim to represent Zendesk. These scammers may ask for money or personal information by offering fake job opportunities through e-mail, text message or social media. Please verify the source of any job-related communications carefully. All official Zendesk communications are conducted through "@zendesk.com" email addresses. If you encounter suspicious messages, do not respond and report them to peopleandplaces@zendesk.com
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