Retention Intelligence Analyst

Priority Technology Holdings, Llc; Alpharetta (GA); On-site; USD 85,000 - 117,000; Full time

Benefits offered by this job

401(k) match

Employee Stock Purchase Program (ESPP)

HSA and FSA options

Medical, dental, and vision coverage

Mental health support (Lyra Health)

Family planning benefits (Carrot)

Gym membership reimbursement

Job summary

Priority Technology Holdings, Inc. seeks a Customer Retention Analyst in Alpharetta, GA to analyze customer behavior, service interactions, and account activity to identify retention opportunities.

You will partner with Client Service, Operations, Sales, Product, and other teams to turn data into actionable insights that prevent churn and drive proactive retention. The role requires strong analytical skills, experience with large datasets, and proficiency in Excel, data visualization, and SQL.

Qualifications

• Bachelor's degree in Business, Analytics, Finance, Economics, Information Systems, or related field.
• 2+ years of experience in customer analytics, business analytics, customer success, operations, financial services, or related field.
• Strong analytical and problem-solving skills.
• Experience working with large or complex datasets.
• Strong proficiency with Excel and data visualization/reporting tools.
• Experience with SQL or similar data-querying tools preferred.
• Ability to identify patterns, trends, and relationships within data.
• Strong written and verbal communication skills.
• Ability to translate analytical findings into clear business recommendations.
• Strong attention to detail and organizational skills.

Responsibilities

• Analyze customer activity, engagement, service interactions, transaction trends, and other indicators to identify potential churn or retention risks.
• Develop and maintain customer health and risk indicators to help identify customers requiring additional attention.
• Identify patterns and trends that contribute to customer attrition.
• Segment customers based on behavior, account characteristics, engagement, and retention risk.
• Monitor retention, churn, customer tenure, and other key performance indicators.
• Perform root-cause analysis on customer losses and identify opportunities to prevent future attrition.
• Develop recurring and ad-hoc reporting related to customer retention and churn.
• Create dashboards and scorecards that provide business leaders and service teams with actionable customer insights.
• Analyze trends across customer populations, products, services, and service channels.
• Identify changes in customer behavior that may indicate dissatisfaction or an increased likelihood of leaving.
• Measure the effectiveness of retention initiatives and recommend adjustments based on results.
• Translate complex data into clear, concise insights for both technical and non-technical audiences.

Skills

Analytical skills

Excel

Data visualization

SQL

Written & verbal communication

Problem solving

Attention to detail

Education

Bachelor's degree in Business, Analytics, Finance, Economics, Information Systems, or related field

Tools

SQL

Job description

Priority Technology Holdings, Inc. seeks a Customer Retention Analyst in Alpharetta, GA to analyze customer behavior, service interactions, and account activity to identify retention opportunities.

You will partner with Client Service, Operations, Sales, Product, and other teams to turn data into actionable insights that prevent churn and drive proactive retention. The role requires strong analytical skills, experience with large datasets, and proficiency in Excel, data visualization, and SQL.