Customer Performance Analyst

Entrust; Indiana; Híbrido; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

Entrust is seeking a curious, data-driven Customer Performance Analyst to help drive product performance and customer satisfaction across our global portfolio. You will translate complex data into actionable insights and partner with engineering, product, and support teams.

Responsibilities include analyzing customer performance, monitoring product metrics, and communicating findings clearly to technical and non-technical stakeholders, shaping improvements that matter to customers.

Formación

• Strong analytical and problem-solving skills.
• Experience using Microsoft Excel, Google Sheets, or similar tools for data analysis and reporting.
• Excellent written and verbal communication skills.
• Ability to explain complex technical concepts to diverse audiences.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Comfortable working in both structured and ambiguous environments.
• Self-motivated with a proactive, 'can-do' attitude and a growth mindset.
• Collaborative team player who thrives in cross-functional environments.
• Fast learner with a passion for continuous development.

Responsabilidades

• Develop a deep understanding of Entrust products and performance metrics.
• Analyze customer performance data to identify trends, opportunities, and potential risks.
• Provide evidence-based recommendations to help customers achieve their objectives.
• Build strong relationships with customers through clear, timely, and empathetic communication.
• Investigate large and complex datasets to uncover actionable insights.
• Translate ambiguous problems into structured analyses and meaningful recommendations.
• Monitor key product performance indicators and identify emerging issues.
• Escalate concerns and coordinate with engineering, product, and support teams when required.
• Help establish best practices for proactive performance management and reporting.
• Partner closely with Support Engineers, Software Engineers, Product Managers, Customer Success Managers, and other stakeholders.
• Communicate technical findings effectively to both technical and non-technical audiences.
• Act as the central point of coordination for customer-impacting performance issues.
• Take ownership of investigations from initial problem definition through to resolution.
• Demonstrate sound judgment regarding when to elevate issues and when to drive solutions independently.
• Continuously seek opportunities to improve processes, reporting, and customer outcomes.

Conocimientos

Data analysis

Excel/Sheets

Communication

Cross-functional

Growth mindset

Collaboration

Fast learner

Educación

Bachelor's degree in STEM

Herramientas

Looker

SQL

Descripción del empleo

Hybrid Eligible

United Kingdom - London (Onfido)

India - Field (Onfido)

Full time

R004392

Join us at Entrust

At Entrust, we’re shaping the future of identity centric security solutions. From our comprehensive portfolio of solutions to our flexible, global workplace, we empower careers, foster collaboration, and build solutions that help keep the world moving safely.

Get to Know Us

Headquartered in Minnesota, Entrust is an industry leader in identity-centric security solutions, serving over 150 countries with cutting-edge, scalable technologies. But our secret weapon? Our people. It’s the curiosity, dedication, and innovation that drive our success and help us anticipate the future.

Help Shape Exceptional Customer Experiences Through Data

At Entrust, we're committed to enabling trusted identities, secure payments, and data protection for organizations worldwide. As a Customer Performance Analyst , you'll play a key role in ensuring our products consistently deliver exceptional performance for our customers.

This is an exciting opportunity for a naturally curious and analytical professional who enjoys solving complex problems, uncovering insights from data, and partnering with cross-functional teams to drive meaningful outcomes. You'll become a trusted advisor on product performance, helping identify trends, resolve customer-impacting issues, and improve the overall customer experience.

What You’ll Do

As a Customer Performance Analyst, you'll combine data analytics, customer engagement, and cross-functional collaboration to proactively improve product performance and customer satisfaction.

Customer Support & Performance Insights

• Develop a deep understanding of Entrust products and performance metrics.
• Analyze customer performance data to identify trends, opportunities, and potential risks.
• Provide evidence-based recommendations to help customers achieve their objectives.
• Build strong relationships with customers through clear, timely, and empathetic communication.

Data Analysis & Problem Solving

• Investigate large and complex datasets to uncover actionable insights.
• Translate ambiguous problems into structured analyses and meaningful recommendations.
• Challenge assumptions and proactively identify root causes of unexpected results.
• Drive investigations through to resolution, ensuring stakeholders are informed throughout.

Product Performance Monitoring

• Monitor key product performance indicators and identify emerging issues.
• Escalate concerns and coordinate with engineering, product, and support teams when required.
• Help establish best practices for proactive performance management and reporting.

Cross-Functional Collaboration

• Partner closely with Support Engineers, Software Engineers, Product Managers, Customer Success Managers, and other stakeholders.
• Communicate technical findings effectively to both technical and non-technical audiences.
• Act as the central point of coordination for customer-impacting performance issues.

Ownership & Continuous Improvement

• Take ownership of investigations from initial problem definition through to resolution.
• Demonstrate sound judgment regarding when to elevate issues and when to drive solutions independently.
• Continuously seek opportunities to improve processes, reporting, and customer outcomes.

Required Qualifications

• Strong analytical and problem-solving skills with the ability to derive insights from large datasets.
• Experience using Microsoft Excel, Google Sheets, or similar tools for data analysis and reporting.
• Excellent written and verbal communication skills.
• Ability to explain complex technical concepts to diverse audiences.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Comfortable working in both structured and ambiguous environments.
• Self-motivated with a proactive, "can-do" attitude and a growth mindset.
• Collaborative team player who thrives in cross-functional environments.
• Fast learner with a passion for continuous development.

Preferred Qualifications

• Bachelor's degree in a STEM discipline or another field with a strong analytical focus.
• Experience with Looker or similar business intelligence and analytics platforms.
• Working knowledge of SQL.
• Previous experience in a data analytics, business analytics, or performance analysis role.
• Exposure to technology organizations, particularly working alongside Engineering, Machine Learning, or Product teams.

Why Join Entrust?

At Entrust, you'll have the opportunity to work with industry-leading technologies that help secure identities, payments, and data around the world. You'll be part of a collaborative team where your insights directly influence customer success and product performance.

We believe in empowering our employees through continuous learning, career growth, and meaningful work that makes a global impact.

#LI-JB2

At Entrust, we don’t just offer jobs – we offer career journeys. Here is what you can expect when you join our team:

• Career Growth: Whether you’re a budding developer or a seasoned expert, we’re invested in your professional journey. With learning-forward initiatives and exciting challenges, your growth is our priority.
• Flexibility: Life is all about balance. Whether you’re remote, hybrid, or on-site, we offer flexible options that fit your lifestyle.
• Collaboration: Here, your voice matters. Our teams thrive on sharing ideas, brainstorming solutions, and working together to build a better tomorrow.

We believe in securing identities—but it doesn’t stop there. At Entrust, we’re passionate about valuing all identities. Our culture is built on diversity, inclusion, and respect. From unconscious bias training for our leaders to global affinity groups that connect colleagues across the globe, we’re creating a community where everyone is encouraged to be themselves.

Ready to Make an Impact?

If you’re excited by the prospect of innovating, growing your career, and collaborating in a dynamic environment, Entrust is the place for you. Join us in making a difference. Let’s build a more secure world—together.

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact [e-mail].