Business Intelligence Analyst

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At Alma, we’re making it easier for people to access high quality, affordable mental health care by supporting providers in building thriving private practices. We believe that when therapists have better resources, they’re able to provide better care to their clients. When a provider joins Alma, they gain access to a suite of tools that not only help them better run their business, but also grow it sustainably and develop as a provider. Our product experience is designed to empower people in their search for mental health care, offering multiple pathways and individualized support, if and when someone needs it. Alma has raised funding from incredible investors like Insight Partners, Optum Ventures, Tusk Venture Partners, Primary Venture Partners, and First Round Capital, and was named one of Fast Company’s Most Innovative Companies in Health in 2020.

Business Intelligence Analyst

As Alma grows and as the needs of our members become more complex, the Customer Experience (CX) Team’s capacity to provide excellent support depends on our ability to analyze trends, predict pain points, and develop strategies to improve internal processes. 

As a Business Intelligence Analyst on the CX team’s Enablement squad, you will play a vital role in tracking support requests and identifying areas to prioritize resources and help content. You will also follow internal data points (such as ticket response time) to recognize bottlenecks where we can improve team processes. You will be responsible for cleaning up dirty data and generating regular reports to demonstrate trends and changes in CX data over time. As we develop new CX training and documentation, your analyses will also be vital to understanding the impact of Enablement projects as we iterate over time.

What You’ll Do

  • Work closely with the Senior Enablement Manager to analyze CX team metrics and quantify outcomes of new training and support initiatives
  • Monitor themes in inbound support tickets and regularly report out trends to the CX, Product, and Lifecycle & Product Marketing Teams 
  • Use CX team response time and contact rate data to identify pain points and enable strategic prioritization of resource development
  • Collaborate with members of the Success and Lifecycle & Product Marketing teams to contextualize support data within a larger picture of end-to-end member experience
  • Make recommendations based on data trends so that the CX team can plan proactively rather than reactively to meet provider need

Who You Are

  • You have 2-3 years of work experience in a data analysis role
  • You have experience with business intelligence software. Experience with Looker is a plus 
  • You enjoy problem-solving and are proficient at using data to diagnose obstacles to team efficiency and effectiveness
  • You are a strong communicator who can translate data queries into clear dashboards and visualizations for stakeholders
  • You’re comfortable with tech, often an early adopter, and have extensive experience with SQL and CRM tools. Experience with Zendesk, Salesforce, and/or Marketo is a huge plus.
  • You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills
  • You have a deep passion for our mission and the future of mental health
  • Experience working at a startup, fast-paced work environment is a plus
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • DjangoFrameworks
    • AsanaManagement
    • AirtableCRM

An Insider's view of Alma

What projects are you most excited about?

We're all feeling the world starting to take mental wellness more seriously but it is still a space fraught with confusion & lack of understanding. It's exciting to think about the opportunities for innovation when it comes to helping people find the perfect therapist, simplifying access & affordability in a space that has been difficult to enter.

Nick

Chief Technology Officer

How has your career grown since starting at the company?

Alma has given me the trust, autonomy, and support to lead the Growth Team while consistently challenging me to evaluate the impact of all strategic decisions on the business both in the short-term and long-term. The opportunity to learn and grow is continuous as I work alongside passionate experts.

Ashley

VP, Growth

What is your vision for the company?

Mental health care is a very intimate and highly personal experience. There's no one-size-fits-all approach to high-quality care. At Alma, our job is to support providers and champion their expertise so they can focus on meeting clients where they are and partnering with them to achieve lasting results.

Dr. Harry Ritter

Founder and CEO

How do you empower your team to be more creative?

To be creative requires time to think big and trust from your manager to be brave in making big ideas happen. If weeks are frenetic with zero time for deep thinking, inertia will get in the way of innovation every time. And when big, bold bets come to the table, I emphasize that whether we succeed or fail, our learnings will be equally valuable.

Claire

VP, Marketing

What are Alma Perks + Benefits

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Promote from within
Continuing education stipend
Customized development tracks

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