About SumTotal:

SumTotal Systems, LLC, is the largest independent provider of integrated HR applications and the only provider to deliver Talent Expansion™, a whole new approach to discovering, developing and unleashing hidden potential within our customers’ workforce.

SumTotal has nearly 30 years of learning and HR software experience. High-performing organizations recognize that learning and development are core to their business success and overall talent management and workforce initiatives. That is why more than 3,500 organizations, including many of Fortune’s “Best Places to Work,” rely on SumTotal’s on-premise and cloud-based applications to enable their employees.

About this role:

The Customer Experience Insight Analyst will be responsible for the investigation, analysis and reporting of Customer Experience performance indicators including but not limited to customer satisfaction surveys, and account level analyses 

Duties & Responsibilities:

Data and Trend Analysis

• In-depth understanding Customer Support processes to identify quality delivery performance indicators
• Prepare and analyze various customer analytics insights including but not limited to Voice of Customer (VOC) survey data and customer verbatim and distill information into actionable insights for presentations to various organizational levels from management to Executives
• Keeps up-to-date on all aspects of company’s products and service offerings to enable translating into analyses modifications
• Obtains a good understanding of customer demographics to include in analyses
• Provides improvements for business intelligence data capture and delivery as needed.

Skills & Requirements:

• 5-10 years’ experience in data-intensive analysis within a metric-driven business
• Proven mastery in business intelligence and analytics software
• Intermediate knowledge of statistical data analysis practices and data modeling
• Proven experience in computational skills and mathematics
• Highly organized and successful in managing multiple projects, setting aggressive deadline commitments and meeting them
• Self-starter, team player and have the ability to lead and work with cross-functional teams
• Ability to focus on detail while understanding how contributions align with the broader
  organizational strategy
• Intermediate to Advanced user of Microsoft Office
• Proven excellence in written and verbal communication required
• Experience with Salesforce Reporting and/or CRM/database queries
• Excellent time management and organizational skills; you must be self-motivating, results and deadline oriented.
• Exhibit strong problem solving, analytical, and critical thinking skills with the ability to make sound recommendations and decisions based on data and prior experience.
• Project Management experience preferred