Business Data Analyst

Vonage; España; Presencial; EUR 42.000 - 64.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Bonuses

Flexible working arrangements

Health benefits

Descripción de la vacante

Vonage is seeking a data-driven Business Data Analyst based in Spain to partner with Global CS and Customer Support teams. The role focuses on designing, building, and managing dashboards to monitor team performance and provide actionable insights for frontline and leadership audiences.

You will leverage AI-driven reporting solutions, work with CRM/Support tools like Salesforce and Zendesk, and collaborate with Data Engineering to ensure data accuracy and a single source of truth.

Formación

• 3–6 years in a Business/Data analytics role, preferably supporting CS/Support or Revenue Operations.
• Proficient in Tableau and SQL; familiar with AI reporting tools.
• Solid understanding of CS/Support metrics such as CSAT, NPS, FRT, Resolution Time, GRR/NRR, churn.
• Excellent English communication for presenting insights to executives.

Responsabilidades

• Design, build, and manage dashboards for CS and Support KPIs.
• Provide real-time operational views and executive summaries for leadership.
• Collaborate with Data Engineering to ensure data quality and a single source of truth.
• Apply AI-driven analytics to detect anomalies and predict churn.

Conocimientos

Tableau

SQL

AI analytics

NLP analytics

Data storytelling

Herramientas

Salesforce

Zendesk

Planhat

Gainsight

Descripción del empleo

Join Vonage and help us innovate cloud communications for businesses worldwide!

Business Data Analyst (Customer Success & Support)

Location: Spain (Hybrid)

Role Overview

We are looking for a data‑driven, analytical, and forward‑thinking Business Data Analyst based in Spain to partner closely with our Global Customer Success (CS) and Customer Support teams. In this role, you will be the bridge between raw data and actionable strategy.

Your primary mission will be to design, build, and manage cutting‑edge dashboards that provide clear visibility into team performance. You will serve two critical audiences: supplying frontline teams with tactical, day‑to‑day operational insights, and providing senior leadership with high‑level, strategic performance monitoring. Additionally, you will help us leap into the future of analytics by leveraging modern AI‑driven reporting solutions.

Key Responsibilities

• Dashboard Development & Management: Design, build, and maintain robust, scalable dashboards that track key performance indicators (KPIs) for both Customer Success and Support teams.
• Operational & Executive Reporting:
  • Create real‑time, tactical views for managers to monitor daily ticket volumes, response times (SLA), customer health scores, and team capacity.
  • Develop high‑level executive summaries and narrative reports for senior leadership to track long‑term trends, churn risks, and ROI.
• AI‑Driven Analytics: Implement and manage AI reporting solutions (e.g., automated anomaly detection, predictive churn modeling, sentiment analysis on support tickets, or conversational analytics tools) to uncover proactive insights.
• Data Pipeline & Quality Assurance: Partner with Data Engineering to ensure data accuracy, clean pipeline integrations (from CRM/Support tools like Salesforce, Zendesk, Planhat), and a single source of truth.
• Insight Generation & Collaboration: Don’t just build dashboards—tell the story behind the data. Conduct deep‑diving analyses to identify bottlenecks in the customer journey and present recommendations to global stakeholders.

Required Skills and Qualifications

• Experience: 3 to 6 years of experience as a Business Analyst, Data Analyst, or in a similar analytics role—ideally supporting Customer Success, Customer Support, or Revenue Operations.
• Technical Toolkit:
  • BI Tools: Advanced proficiency in Tableau (dashboard creation, LOD expressions, performance tuning, and server management).
  • SQL: Strong ability to write complex queries, join disparate datasets, and extract data efficiently.
  • AI/Advanced Analytics: Hands‑on experience or strong familiarity with AI reporting solutions (e.g., Tableau Pulse, Copilot for BI, predictive modeling, or NLP‑based text analytics for customer feedback).
• Domain Knowledge: Solid understanding of CS/Support metrics such as CSAT, NPS, First Response Time (FRT), Resolution Time, Customer Health Scores, Gross/Net Retention Rate (GRR/NRR), and Churn.
• Communication: Exceptional English communication skills, with a proven track record of translating complex technical data into clear, actionable insights for senior executives.

Preferred Qualifications

• Experience with CRM and Support ticketing systems (e.g., Salesforce, Zendesk, HubSpot, Gainsight).
• Knowledge of Python or R for predictive data analysis.
• Experience working in a global matrix organization with stakeholders across different time zones.

What We Offer

• Competitive salary and performance‑based bonuses.
• Comprehensive health benefits and wellness programs.
• Flexible working arrangements.
• A collaborative, tech‑forward environment where your data directly influences company strategy.

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Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.