disher - Customer Analytics Specialist

• Customer Health & Retention Analytics • Build and maintain a customer health score combining order frequency, dispute rate, response time, fill rate satisfaction, and other key indicators • Produce weekly "at-risk account" reports (red/yellow/green) with specific drivers of score changes • Develop a churn propensity model that flags accounts 30-60 days before potential churn • Automate renewal dashboards with win probability estimates • Support internal and customer data analysis requests for executive and board-level decision making • Expansion Signal Analytics • Generate monthly insight views and reports to identify expansion opportunities • Perform market share analysis to identify wallet share movement • Track service behavior and activities by account and surface SLA upgrade opportunities • Produce quarterly customer value reports for Account Managers and CSMs to use in customer QBRs • Build executive-level decks for monthly and quarterly business reviews • Data Infrastructure & Automation • Maintain connections between their internal database, CRM, and BI tools (Power BI / Tableau) • Build and maintain dashboards that automatically refresh weekly • Implement automated alerts to CSM and AM when health scores cross thresholds • Document data definitions and standardize reporting • Work with operations and IT to resolve data quality issues at source • AI & Advanced Analytics • Lead AI adoption for analytics and collaborate with IT to productionize analytic models • Implement AI prompts and query interfaces for AM/CSM self-service • Validate AI-generated insights and ensure accurate, quality data for customer-facing teams • Develop subject matter expertise in new technology platforms and products • ## What success looks like: • A 30% reduction in "red" health score accounts week-over-week • A 50% reduction in CSM time spent on manual data extraction from baseline • 100% on-time delivery of automated reports • ## What will make you successful: • 8+ years as a BI Analyst, Data Analyst, or Analytics Specialist (Power BI preferred) • Experience in logistics, supply chain, distribution, or e-commerce fulfillment (spare parts experience strongly preferred) • Proven track record of building dashboards that tell stories and drive action, not just visualizations • Knowledge of service supply chain and spare parts logistics metrics • Proficiency in Power BI or Tableau • Experience connecting to ERP/WMS data sources • Working knowledge of Python or similar for analysis (pandas, basic stats) • Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive) • Ability to translate business questions into data requirements • Strong verbal and written communication • Customer-facing and customer-centric mindset • Must have the current and continuing right to work in the United States of America without restrictions or expirations