Job Description

About Us:

SOCi is a leading all-in-one marketing platform built specifically for "next-level" multi-location marketers. Our customers include top brands and influencers like Ace Hardware, Sport Clips, and Anytime Fitness who have the impossible challenge of managing their digital presence across 100s or 1000s of locations. SOCi’s platform makes the impossible, possible by enabling top brands and their locations to strengthen and scale their digital presence across hundreds and thousands of local search and social pages while protecting what matters most, their reputation.

Our accolades include:

• Inc. 5000 honoree three years in a row for Fastest Growing Companies in America
• Entrepreneur magazine's #1 Marketing Provider for Franchises, and top provider three years in a row
• Front Runner for Gartner's SoftwareAdvice.com in Reputation Management
• Top 100 rank on Financial Times The Americas' Fastest Growing Companies 2020

The Role:  

The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives.  As the quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Team is directly impacting our rapid growth.

As a Business Analyst, Customer Success (Localized Marketing Analyst) you will have the responsibility to help ensure SOCi meets key revenue and retention targets by providing our customers with timely, and engaging metrics related to their usage with SOCi while providing actionable insights to improve performance across all verticals.  You will provide day-to-day tactical execution of initiatives designed to promote the highest level of satisfaction across our customer base through timely communications and reports. This position will report to the Associate Director of Retention Marketing and serve as a leader and mentor to the Customer Success Managers.

Responsibilities:  

• Act as a subject matter expert in translating the data analytics of large, enterprise-level customers and their local level users into solutions which will meet stated goals
• Work hands-on with SOCi Customer Success, Retention Marketing, Sales, Engineering, Product Management and other functions to address customer issues, questions, and data requests as needed
• Participate and present data in customer-requested meetings, quarterly business reviews and annual business reviews (onsite and remotely) as requested
• Ability to pull both front-end and back-end data metrics, analyze and recommend actions to further support of local level user adoption on a monthly basis for both SaaS and Assist customers
• Partner with Customer Success Managers and Manager of Adoption Programs, Customer Success to develop customer account strategies around local level user adoption rooted in data, including clear objectives, communication channel roadmaps (email, blogs, Social, etc.), measures of success, incentives and a learning agenda to continue informing and improving that strategy for both SaaS and Assist customers
• Understand the customer and derive data-based insights to improve retention and expansion targeting, segmentation, and end-to-end customer experience to retain and expand revenue from existing customer base
• Partner closely with SOCi marketing, retention marketing, customer success operations and product engineering teams to understand overall communications calendar and identify optimization opportunities within account strategies
• Partner with Business Analyst to understand customer metrics and usage in order to identify adoption opportunities and produce actionable insights and recommendations for increased usage within the platform for both SaaS and Assist customers
• Partner with other Business Analyst to identify success stories from data analytics to promote case studies, blogs, webinars and training suggestions around local level adoption of key social media, reputation, paid media and other marketing practices
• Experience with MySQL preferred 
• Experience with Tableau or other data visualization tools preferred
• Other tasks and duties as defined

Required Skills + Qualifications:

• 2-4 years of customer success at a SaaS company (with 2+ years in marketing analytics) with a successful track record implementing and managing end-to-end customer success 
• Must have 2-4 years of direct and verifiable experience as a Technical Account Manager, Reporting Analyst, Social Media Analyst, Data Analyst or Solution Architect with an Enterprise SaaS platform vendor
• 3-5 years of experience driving cross-functional teams (internal and external) with proven ability to drive growth against revenue, profitability, retention and expansion commitments 
• Must possess customer-facing communication skills that enable them to represent SOCi best within a customer’s environment, driving discussions with multiple roles from social media managers to developers and analysts, management and senior leadership
• Experience with Social Media platforms and corresponding APIs is desired
• In-depth knowledge of direct customer communications best practices with experience developing and implementing strategies across channels including designing and analyzing contact strategy and customer experience 
• Strong analytical and problem-solving orientation, comfortable engaging with CRM and finance resources to review performance and drive targeting and segmentation efforts for communication campaigns. Ability take raw data in CSV/excel format to dissect data and visualize it - can make recommendations on visualization tools
• Demonstrated ability and motivation to try new things and lead change, with a drive for continuous improvement and efficiency 
• Exceptional project management and organizational skills 
• Operates independently and efficiently to manage multiple projects and deadlines simultaneously and successfully, without sacrificing attention to detail 
• Work well within cross-functional organizations and has proven experience driving end-to-end customer programs and working collaboratively with internal and external teams 
• Proven ability to manage a sizable number of service delivery projects with keen prioritization and multitasking abilities 
• Ability to think creatively and be persistent 
• Exceptional interpersonal skills; you have the unique ability to talk technical details and business strategy, in the same conversation 
• Respect processes but be adaptable through change 
• Strong organizational and analytical skills with a keen attention to detail
• Customer-first mentality; ability to empathize and build customer relationships 
• Coachable, open to feedback and dedicated to constant self-improvement
• Bachelor's degree in Computer Science or related technical discipline

What's SOCi's culture like?

Led by a team of industry experts, SOCi is leading the pack in Social Media and Reputation Management. Our passionate team of SOCialites work at convenient locations in both San Diego, CA and Austin, TX. We offer flexible PTO, comprehensive health & benefits packages and 401k (amongst many other perks). Every new team member is equipped with a MacBook laptop, tech accessories & SOCi swag. We are a fast-paced, agile environment where thought leadership and input is encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you.

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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