Business Intelligence Analyst
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