Customer Performance Analyst

The Company :

Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world.

Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe : Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard.

From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another.

And, of course, to be themselves.

Our Customer Performance Analysts play a crucial role in maintaining the high standards of Onfido's products and services.

They combine a comprehensive understanding of our offerings with a strong focus on data analysis to identify trends and areas for product performance improvement.

The role involves deep diving into large datasets to uncover actionable insights and drive resolutions by coordinating with internal teams.

You will be the go-to person for addressing any emerging customer issues related to product performance, ensuring timely and effective solutions.

This role focuses on efficient, empathetic communication with customers, quick response times, customer satisfaction, and meticulous problem-solving.

This role is eligible to be hired in the CST or EST time zones within the US.

Responsibilities :

Customer Interaction and Support

Develop a deep understanding of Onfido’s product suite and product performance metrics.

Recommend solutions to meet customer objectives and enhance their experience.

Communicate effectively with customers to understand their needs and capture essential details for timely resolution.

Problem Solving and Investigation

Serve as the primary contact for any emerging customer issues related to product performance.

Identify actionable insights to resolve issues through data analysis and improve customer satisfaction.

Collaborate with cross-functional teams to ensure customer requirements are understood and addressed.

Participate in internal and external meetings with stakeholders to discuss product performance and improvements.

Product Performance Monitoring

Proactively monitor key metrics for Onfido's solutions.

Coordinate with internal teams to address and resolve product performance issues.

Qualifications : Basic Qualifications

Basic Qualifications

Strong analytical skills with the ability to generate insights from large datasets.

Able to present insights and technical concepts to both technical and non-technical stakeholders

Structured approach to work and ability to meet tight deadlines.

Driven personality with a can-do attitude and growth mindset.

Collaborative approach, comfortable working cross-functionally.

Quick learner with a hunger for continuous learning and development.

Preferred Qualifications

Bachelor’s degree in a STEM field or any discipline with a focus on data analysis

Advanced skills in MS Excel or Google Sheets; familiarity with Looker or similar business analytics tools.

Knowledge of SQL.

Prior experience in a technology-related role, particularly with Machine Learning and Engineering teams.

Project management skills, including timeline management and effective stakeholder communication.

Compensation Range :

The pay range for this position is 50000 - 89000 Pay ranges will vary and will be set in the applicable currency. Actual compensation will be determined based on geographic location, education, skills and experience.

Please speak with the recruiter for more details.

Entrust is an EEO / AA / Disabled / Veterans Employer

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas.

We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

Recruiter : Richa Srivastava

Richa Srivastava