Bi&a Analyst, Sales and Customer Experience

**About Plooto**
- 82% of small and medium businesses (SMBs) fail due to poor management of cash flow. Our mission is to help SMBs succeed by developing the tools and insights they need to maximize their cash flow. Over 9,500 businesses and their finance teams trust Plooto to automate their financial processes so they can focus on building an enduring business.

At Plooto, we’re mission-driven. We celebrate unique and diverse perspectives. You are an owner and your voice is important. We have built a culture around transparent feedback and written word so everyone can express their ideas and effect change. This gives teams the responsibility and accountability for their decisions. Plooto is a product-led company, where product and the experience sit at the center of how we attract customers, retain them and grow.

Plooto is backed by some of the leading venture capital investors, including Centana, FINTOP Capital, Luge Capital and Inovia Capital. The team is customer-obsessed, mission driven and entrepreneurial, and includes talented members with experience at Amazon, Clearco, Wave, Properly, Element, AI, Wealthsimple and many other incredible Canadian tech companies

**About the Role**
- We are seeking a talented and driven BI&A Analyst to join our team and play a key role in optimizing our customer experience and Sales efforts. As a BI&A Analyst focused on Customer Experience and Sales, you will be responsible for analyzing customer data, sales, customer support, identifying trends, and providing actionable insights to enhance the overall customer journey and drive adoption of our products and services. You will collaborate with cross-functional teams, including Experience, Sales, and BI&A, to align data models, develop reporting structures, and measure key performance indicators (KPIs) that impact customer satisfaction, retention, and growth. This is a critical role that requires a strong analytical mindset, a passion for customer-centricity, and the ability to translate data into meaningful business recommendations.

**What You'll Do**:

- Conduct in-depth analysis of customer experience data, Sales metrics, and support case information to identify trends, patterns, and areas of improvement.
- Collaborate with cross-functional teams to define and measure KPIs related to customer experience and Sales, such as churn reasons, retention rates, CSAT scores, and support case resolution time, conversion metrics and sales touch points.
- Develop and maintain data models, reporting structures, and dashboards that provide actionable insights for stakeholders across the organization, including Experience, Sales, and Executive teams.
- Work closely with the Sales team to analyze onboarding survey ratings, customer effort scores, and NPS ratings to drive continuous improvement in the onboarding process and customer satisfaction.
- Collaborate with BI&A members to align data models and reporting structures for holistic analysis of customer-related metrics, including LTV/CAC ratios and overall quality scores.
- Monitor customer feedback channels, including manager and peer reviews, to identify opportunities for improving team performance, enhancing leadership practices, and fostering a positive work environment.
- Stay up-to-date with industry best practices and emerging trends in customer experience, adoption, and data analytics to contribute innovative ideas and approaches to drive customer-centric initiatives.

**Your Background**:

- Bachelor's degree in Business Administration, Statistics, Data Science, or a related field.
- Experience in CRM tools; having stood up or worked effectively in Salesforce (object and account creations, opportunities and reporting orchestration, reporting and visualization within the tool)
- Proficiency in SQL, Python, or other programming languages for data manipulation and analysis.
- Proven experience as a BI&A Analyst or similar role, with a focus on customer experience, adoption, or customer success.
- Strong analytical skills with the ability to analyze complex data sets, identify insights, and present findings in a clear and concise manner.
- Proficiency in data visualization tools such as Tableau, Power BI, Salesforce or similar tools.
- Excellent communication skills with the ability to collaborate effectively with cross-functional teams and present insights to stakeholders at various levels.
- Strong attention to detail, organizational skills, and ability to manage multiple priorities in a fast-paced environment.

**Bonus Points**:

- Experience with schema design and data architecture, including the ability to design and optimize data models for fraud detection and risk management systems.
- Familiarity with Customer Data Platforms (CDPs) such as Segment or similar tools, enabling the integration of customer data for enhanced fraud detection and risk mitigation.