Job Description
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-dive 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.
#LI-MW1
There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.
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Who we are:
Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.
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.