Sr. Analytics Engineer

POSITION SUMMARY

The Senior Analytics Engineer is an integral part of the Global Customer Success Team. He/she provides customer support by answering questions on function and usage of our products, deploys Minitab solutions and works closely with various cross-functional teams to improve the functionality and usability of our products on behalf of our customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Support

• Provide assistance to customers, prospective customers, Minitab staff, and partners regarding statistics, basic installation, licensing, product use and capabilities, and system requirements.
• Improve the effectiveness of Technical Support department by removing roadblocks while looking for opportunities to improve departmental processes.
• Serve as a primary internal resource for more complex statistical support questions, and mentor Analytics Engineers as needed.
• Perform call support research, respond to, and accurately resolve customer cases ranging from low to high complexity in a timely manner.
• Capture and record customer interaction, maintain customer records and information including suggestions for improvements and modifications in appropriate Minitab systems.

Deployment and Services Delivery

• Partner with Leadership to ensure deployment of products / services using the following understanding:
• Are completed according to our process.
• Documented appropriately.
• Completed in a timely manner and on budget as part of our CEL.

• During execution of services track work hours by type of activity using the appropriate systems.
• Partner with Leadership to enhance, when necessary, deployment methodology, process, and customer experience to allow for maximum ROI for our Customers.

Cross Functional Operations

• Engage in Enablement Process in conjunction with Research and Design and Software Development teams to communicate feedback on roadmaps, enhancements, and new products in a timely fashion
• Represent the voice of the customer on cross-functional teams.
• Liaise with sales where expertise is required.
• Participate in cross-functional and process team meetings; where applicable. 

ADDITIONAL RESPONSIBILITIES

Perform tasks beyond the scope listed within this job description that are required to meet corporate and department objectives.

Participate in projects initiated by department leadership to improve Department.

Mentor and train new team members.

Occasional travel to customer or partner sites and tradeshows to provide technical support for sales staff.

EDUCATION, KNOWLEDGE, AND EXPERIENCE

• Bachelor’s degree in statistics or data analytics or closely related technical discipline with significant statistical coursework.
• At least Three (3) years in a Customer Success role within the company or similar prior experience.
• Strong working knowledge of quality-related statistics as used in industry or applied machine learning and algorithm development.
• Strong working knowledge of Minitab products and services.
• Demonstrated status as team expert on (i.e. the “go to” point person for) a product, significant product feature, or team-supporting system.
• Demonstrated experience teaching, training, or supporting technical statistical or machine learning software in a commercial or professional environment.
• Experience with technical writing is highly desirable.
• Experience with at least one computer programming language, for example Python, R, SAS, Java, C#, is a plus.
• Working knowledge of computer processes including programming, server systems, and networking is preferred.
• A focus on outcomes and able to drive team goals to align with company goals. 
• Demonstrated experience in the day-to-day activities of the Customer Success Support Function such as handling customer cases and working cross functionally to solve customer problems.
• Adept of providing support services to enterprise-level companies.
• Strive for constant progress and provide a continual evaluation of processes and procedures.

QUALIFICATIONS, SKILLS, AND ABILITIES

• Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning.
• Ability to accurately and efficiently communicate – speaking and writing – statistical concepts and other technical information.
• Ability to schedule and lead conference calls while having the correct resources involved to meet the customer’s needs.
• Extensive experience working in a team-oriented, collaborative environment.
• Expert experience supporting enterprise applications.
• Strong computer literacy skills with the ability to understand the technical aspects of software and its functions.
• Strong documentation skills.
• Ability to learn quickly in a fast-paced environment and balance multiple priorities.
• Analytical problem solver with the ability to use conventional and unconventional methods for problem identification and resolution.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to effectively present information and respond to questions from groups of managers, clients, and customers.
• Ability to effectively prioritize and execute tasks in a high-pressure environment and effectively use time and resources to accomplish support group operations.
• Highly self-motivated, self-directed, and attentive to detail.
• Flexibility to changes in schedule, responsibilities or role based on customer requirements.
• Work comfortably and respectfully across diverse cultures and customs.
• Ability to speak, read, write, and understand the English language.