Customer Solutions Analyst

Remote /
/ Remote
Source Medium is an advanced analytics solution for e-commerce brands. We’re building a “modern data team” for 100+ businesses at scale. We help our customers to own their data by managing their entire data stack so they can focus on extracting actionable insights.

The magic of our offering comes from integrating the entire data stack — ingestion, storage, transformation, visualization, and servicing. Oh, and we’re doing this with a team of 10! We’re bootstrapped and hit product market fit within 6 months of launching the MVP in August 2020. Our growth has been entirely word-of-mouth driven, which results from our obsession with R&D and customer experience.

With less than 2 years in the market, we’re on track to blow past $1million ARR, which positions us to raise Series A financing from best-in-class investors. To date, we’ve only raised a small friends and family round. The business has been healthy and profitable since the beginning. As we hit the scaling stage, we’re looking to dramatically expand our team with world class data professionals.

We have been gradually moving upmarket, focusing more on mid-market brands and soon the Enterprise. We currently work with some of the best brands and agency partners, such as Four Sigmatic, Olipop, Oats Overnight, and VaynerCommerce.

For the next 12 months, we’re rapidly increasing our use cases beyond reporting, such as:
*Powering the user-facing analytics dashboard of a partner SaaS company. (we transform all of their data)
*Allowing our customers to take actions on our integrated customer model. (reverse ETL)
*M&A due diligence

Our Data Team as a Service model addresses the full spectrum of data needs of a typical DTC startup — data ingestion, transformation, storage, and reporting. We help our customers create a singular view of their business by centralizing data from 50+ platforms. Our experience launching and growing 10+ DTC brands ensures that every report & visualization is relevant, insightful, and actionable. Our current customer base includes some well known brands, and is on the verge of onboarding a number of additional strategic brands in collaboration with some well known growth agencies.
We believe in sustainable growth. The company has been profitable and growing since launch.
Our technology stack includes DBT, BigQuery, Google Data Studio, Elixir, and Node.

The Role
We believe data success starts with a singular focus on User Experience and Customer Success. We obsess over customer success — we have minimal churn since launching. We're looking for a scrappy data analyst who understands the importance of customer interaction problem-solving, and onboarding. We handle extremely sensitive business and PII data —attention to detail and strong communication skills and are a must.

This is a full-time, contract (1099) role with a high-impact training program. Full-time salaried employee with health benefits is based on performance.

-Develop a deep understanding of our reports and their underlying data model.
-Understand how each metric & dimension relates each other and to the eCommerce business model in general.
-Handle and respond to customer requests and questions about their reports.
-Triage, scope, and implement customer customization requests.
-Respond to bug reports and log and fix bugs as they come up.
-Onboard new customers and trial customers on their reports over screen sharing sessions. Educate them on report usage and help them answer their analytical questions using the reports.
-Help develop report documentations and other onboarding materials to continuously improve the onboarding process.
-As you get more familiar with the stack, begin contributing to R&D efforts, such as developing new data models and data science capabilities.
-Minimum of 2 years of data related experience (post grad)
-Strong SQL skills REQUIRED, BigQuery preferred
-Experience with Google Data Studio (or similar dashboarding software) REQUIRED
-Experience with Elixir and Node preferred
-Minimum of 2 years working in customer service, preferably within the SaaS or digital realm
-Ability to communicate clearly and professionally with stakeholders and colleagues
-Ability to pick up new tools quickly and adapt to an evolving stack
-Experience with ecommerce a huge plus
-Ability to self-manage in a remote, async work environment
-Dependable and accountable; do what you say, when you say
-An inherent curiosity for how things work and how to make them better
Our Culture
*Employee happiness and wellness is our top priority.
*Work-life harmony - Your health and relationships should always come first.
*Impact & outcome driven - we don’t believe in butts in seats. We define clear deliverables and timeline. *Everyone should always know “what success looks like” on every project.
*“Warriors style basketball” — we see our team as an NBA team. When you're on the court, it’s full trust. Take the ball, pass the ball, make the play with your team. We take A players only!
*Leaders are “player-coaches.” We won’t ever have “professional people managers.”
*Remote, flexible, async.

Compensation & Benefits
*Competitive pay — we have a healthy business 🙂
*Employee Equity Program
*Medical/Dental/Vision for Fulltime Employees
*Unlimited PTO
*Completely remote/async workplace