Customer Success Data and Strategy

hace 2 meses

Sant Cugat del Vallès Barcelona provincia, España Innovamat A tiempo completo

**Would you like to be part of an innovative company with a significant social impact? **Innovamat is looking for someone like you
**About our company**

**Mission**:To craft accessible math learning experiences based in math education research that foster conceptual understanding and student thinking. We aim to develop problem-solving, reasoning, creativity, and communication skills in learners, preparing them for meaningful contribution.

**Traction**:Innovamat aims to be a global institution in math education. We strive to bring the best math practices everywhere and for everyone. Over 2,100 schools, 430,000 students, and 18,000 teachers already work with us. Since our foundation in 2017, we have opened operations in Spain, Mexico, Italy, Chile, Ecuador, Colombia, Brazil, Peru, and in the United States.

**Product**: Innovamat has developed a research-based, fully-resourced curriculum program. With Innovamat, kids from 3 to 16 years old learn math through manipulative materials and highly dynamic lessons focused on problem-solving, communication skills, and critical thinking. We provide a shift in traditional instruction and learning.

**About Customer Success at Innovamat ‍**

As a subscription-based company, Customer Success (CS) is our primary revenue driver. The dedicated guidance and commercial support we provide to teachers and schools are intensive, which is why our Customer Success team is over 100 professionals strong—making up more than a third of our entire company.

In recent years, our Global Customer Success team has been at the forefront of driving strategic initiatives worldwide. Our mission is twofold: to maximize student learning outcomes in mathematics and to grow the revenue of our existing business.

To achieve this, we have a dynamic Global CS team of Strategic Project Managers at our headquarters, who collaborate closely with the _operational_ Heads of Customer Success who are leading the CS teams in each of our markets (the US, Spain, Italy, Mexico, and South America).

Identifying needs, crafting optimal and creative solutions to significant challenges, and implementing them on a global scale are the day-to-day tasks of our team.

**Your mission**

As the ultimate owner of customer success data, you'll play a crucial role in Innovamat's Global Customer Success team, both strategically and operationally, helping to maximize and scale our impact. We believe that data analysis and insightful information are key drivers of success. You'll be responsible for measuring what truly matters and ensuring that this information is effectively utilized to make a tangible impact.

**You Are Ready To
- Understand and assess how our Customer Success teams (Key Account Managers, Team Leads, Customer Success Managers) operate, and assist them in making the best decisions based on data.
- Analyze the impact of our product's implementation in schools and identify strategic opportunities to enhance this impact. Some key questions to explore include:

- What factors contribute to a school's success with Innovamat?
- Which data should be provided to a Key Account Manager to help them prioritize tasks effectively?
- What user actions lead to a more satisfying experience with our product?
- What drives deeper and more durable learning outcomes for students?
- Define key performance indicators (KPIs) for usage, and develop dashboards and reports to optimize business performance through metric analysis.
- Conduct both quantitative and qualitative data analyses to improve our forecasting models, maximize student learning, and reduce account churn.
- Integrate business data with usage data.
- Maintain regular communication with leaders across all Innovamat Business Teams to understand their needs and challenges.
- Collaborate closely with our data engineering team to gain a deep understanding of our database structure.
- Report directly to the Global Head of Customer Success and collaborate closely with other strategic project managers to tackle the challenges that arise.

**What are we looking for?
- Bachelor’s degree in Engineering or similar (math, physics )
- Proven ability to work and interact in a fast-paced, constantly changing environment.
- Multidisciplinary mindset: we are not looking just for a data analyst, we are looking for someone with data analysis skills and a business-driven mindset.
- Out-of-the-box thinker and high level of self-initiative (self-motivated team player).
- Knowledge of spreadsheets, SQL, databases, Python / R, and notions of statistical analysis or willingness to learn.
- Ability to multitask and engage internal and external stakeholders through great communication skills.
- You will be successful in this role if you are naturally curious and can collaborate cross-functionally, navigate through ambiguity, and are data-driven, organized, and detail-oriented.
- Passionate about our mission, learning proposal,
- Quick learner, and an eager beaver willing to be in a chall

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