Build customer health scores, churn and expansion analytics, retention dashboards, automated alerts, and executive reports. Maintain integrations among databases, CRM, and BI tools while improving data quality and standardizing reporting. Lead AI adoption for analytics, validate generated insights, and enable customer-facing teams to make informed retention and expansion decisions. Requires strong BI, logistics or supply chain analytics, dashboarding, data integration, communication, and customer-focused skills.
Customer Analytics Specialist
DISHER is currently partnering with an organization that is evolving from a logistics services company into a technology-enabled services company. Technology, data, and AI increasingly are determining not only how efficiently they operate, but what services they can offer, how differentiated those services are, and the value they can create for their customers.
In this role, you will build and own customer analytics that directly drive Net Revenue Retention and customer success outcomes. You will translate complex customer data into actionable insights and automated intelligence that enable Account Managers, Customer Success Managers, and executives to make faster, more informed decisions about retention, expansion, and customer value.
You will report to the Vice President, Customer Operations and work directly with customer-facing teams to understand what decisions they need to make, validate whether your analytics are creating measurable impact, and iterate toward insights they trust and act on.
What you will get to do:
- Build and maintain a customer health score combining order frequency, dispute rate, response time, fill rate satisfaction, and other key indicators
- Produce weekly "at-risk account" reports (red/yellow/green) with specific drivers of score changes
- Develop a churn propensity model that flags accounts 30-60 days before potential churn
- Automate renewal dashboards with win probability estimates
- Support internal and customer data analysis requests for executive and board-level decision making
- Generate monthly insight views and reports to identify expansion opportunities
- Perform market share analysis to identify wallet share movement
- Track service behavior and activities by account and surface SLA upgrade opportunities
- Produce quarterly customer value reports for Account Managers and CSMs to use in customer QBRs
- Build executive-level decks for monthly and quarterly business reviews
- Maintain connections between their internal database, CRM, and BI tools (Power BI / Tableau)
- Build and maintain dashboards that automatically refresh weekly
- Implement automated alerts to CSM and AM when health scores cross thresholds
- Document data definitions and standardize reporting
- Work with operations and IT to resolve data quality issues at source
- Lead AI adoption for analytics and collaborate with IT to productionize analytic models
- Implement AI prompts and query interfaces for AM/CSM self-service
- Validate AI-generated insights and ensure accurate, quality data for customer-facing teams
- Develop subject matter expertise in new technology platforms and products
Customer Health & Retention Analytics
Expansion Signal Analytics
Data Infrastructure & Automation
AI & Advanced Analytics
What success looks like:
- A 30% reduction in "red" health score accounts week-over-week
- A 50% reduction in CSM time spent on manual data extraction from baseline
- 100% on-time delivery of automated reports
What will make you successful:
- 8+ years as a BI Analyst, Data Analyst, or Analytics Specialist (Power BI preferred)
- Experience in logistics, supply chain, distribution, or e-commerce fulfillment (spare parts experience strongly preferred)
- Proven track record of building dashboards that tell stories and drive action, not just visualizations
- Knowledge of service supply chain and spare parts logistics metrics
- Proficiency in Power BI or Tableau
- Experience connecting to ERP/WMS data sources
- Working knowledge of Python or similar for analysis (pandas, basic stats)
- Familiarity with CRM data structures (HubSpot, Salesforce, Pipedrive)
- Ability to translate business questions into data requirements
- Strong verbal and written communication
- Customer-facing and customer-centric mindset
- Must have the current and continuing right to work in the United States of America without restrictions or expirations
Similar Jobs
Artificial Intelligence • Consumer Web • Edtech • Enterprise Web • HR Tech • Social Impact • Generative AI
Chief of Staff to the Chief Content Officer, responsible for translating company strategy into operating systems, driving planning and governance, overseeing strategic projects, enabling cross-functional alignment, supporting executive decision-making, leading engagement and communications initiatives, and improving organizational performance across the Content organization.
Information Technology • Internet of Things • Energy • Utilities • Infrastructure as a Service (IaaS) • Grid Utilities • Water Utilities
Lead new-business sales for CrescoNet’s managed AMI service across Florida, Georgia, and North Carolina. Build territory and pipeline plans, develop senior utility relationships, create complex new-logo opportunities, and manage deals from initial engagement through business case, contract, and first revenue. The role requires direct software or managed-services sales experience with US electric utilities, strong utility-industry knowledge, hands-on prospecting, and the ability to close complex opportunities independently.
Top Skills:
AdmsAmiAsset Management SystemsCisDermsGrid AnalyticsGrid CybersecurityGridwide OneHesMdmsOmsSaaSUtility IotWork Management Systems
Cloud • Information Technology • Security • Software • Cybersecurity
Leads strategic enterprise engagements by delivering technical positioning, executive architecture workshops, competitive differentiation, and technical sales closure for Zero Trust and SASE solutions. Partners with Sales, Product, Engineering, Marketing, and Enablement to translate customer requirements into initiatives, accelerate go-to-market execution, and support complex security and network transformation opportunities.
Top Skills:
Ai/MlCybersecurityIaasNetworkingSaaSSaseSseZero Trust
What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
