Customer Analytics Specialist

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:
Customer Health & Retention Analytics

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

Expansion Signal Analytics

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

Data Infrastructure & Automation

Maintain connections between their interal 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

AI & Advanced Analytics

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

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