Minitab is looking to hire an Analytics Engineer! The Analytics Engineer is an integral part of Global Customer Success and provides customer support by skillfully and efficiently answering questions on function and usage of our products, deploying Minitab solutions, and collaborating with various cross-functional teams to improve the functionality and usability of our products on behalf of our customers.
Essential Duties and Responsibilities
- Provide technical assistance to customers (current and prospective), colleagues, and partners regarding statistics, product use and capabilities, licensing, and basic installation.
- Demonstrate exceptional interpersonal skills with a focus on rapport-building, listening, and questioning.
- Capture and document customer contact information, interactions, and feedback in appropriate systems with timeliness and precision, ensuring all data is updated and maintained to support product development and customer relationship management.
- Accurately and efficiently resolve customer inquiries of varying complexity by thoroughly researching, diagnosing, and addressing issues in a timely manner, maintaining a focus on customer satisfaction and operational excellence.
- Improve the effectiveness of Customer Success department by identifying roadblocks and proactively recommending improvements to departmental processes.
- Partner with colleague(s) and/or leadership to ensure deployment of products and services is completed according to our process, on time/budget, and in alignment with our CEL standards.
- Collaborate with colleagues and leadership to continuously improve deployment methodologies, processes, and the overall customer experience. Where necessary, make recommendations and adjustments to maximize customer return on investment (ROI) and ensure long-term satisfaction.
- Actively participate in the enablement process, working closely with Research & Design and Software Development teams to provide timely feedback on product roadmaps, enhancements, and new product features. Ensure that feedback is actionable and aligned with customer needs and product goals.
- Represent the voice of the customer on cross-functional teams, advocating for customer interests and ensuring their perspectives are considered in product and process decisions.
- Liaise with Sales where expertise is required, offering support and providing insights that contribute to successful sales efforts. Effectively present information and respond to questions from groups of managers, clients, and customers.
- Engage in cross-function meetings, where applicable, contributing to discussions and providing insights where relevant to improve processes and enhance collaboration.
Qualifications
- Bachelor’s degree in statistics or data analytics or closely related technical discipline with significant statistical coursework. May consider relevant years of experience in lieu of degree.
- Expert experience supporting enterprise applications is preferred.
- Experience with at least one computer programming language (e.g., Python, R, SAS, Java, C#) is preferred.
- Ability to communicate statistical concepts and other technical information accurately and efficiently, in both speaking and writing.
- Ability to speak, read, write, and understand the English language.
To be considered for the position, applicants must reside in the following states: PA, OH, NJ AL, AZ, FL, GA, IL, IA, KY, MI, MT, NM, NC, OK, SC, TN, TX, UT, WI, WA and DE.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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