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Commercial Operations Analyst
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Copenhagen, Denmark Customer Experience Full-time
Falcon employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia, Chennai, Melbourne, and growing. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.
has an ethos of encouraging autonomy, ambition, boldness and experimentation. We value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.
Falcon is looking for a Business Analyst to help us expand on our data insights and to drive decision making for our commercial teams. As a key member of the CX Operations team, the Business Analyst will develop reporting and analytic tools and processes to provide operational support to the Customer Experience organization in its mission to ensure that Falcon customers derive value from our technology, and continue to expand their use of our products and services. The ideal candidate will have strong operational and analytical expertise. The role requires the ability to gather and analyze data, identify trends and elicit key insights, and make sound business recommendations. Success will be rooted in timely and crisp communication, cross-functional collaboration, uncompromising attention to detail and delivering on commitments.
Essential Duties And Responsibilities
Help to define, implement and evolve the CX reporting and insights environment, identify key data sources and work toward automation of operational reports to create broad visibility across the organization.
Develop and expand on the data-driven toolkits used by hundreds of employees on a daily basis.
Partner with CX leaders to define and expand on relevant business KPIs, productivity metrics and customer insights.
Gather, aggregate and analyze data from our commercial, product and back-office systems, including contractual data, product usage, surveys, support requests and other touch-points to provide holistic views into performance, adoption, consumption and customer health.
Collaborate with key stakeholders on the implementation of new processes and data pipelines to bring new insights to the business.
Help in the preparation of presentations and QBR and EBR decks.
Support strategic decision-making by turning data into insights through visualisations, reports and dashboards.
Establish at-risk and early warning processes and reporting.
Provide ad hoc reports, data analysis and recommendations as needed.
Skills And Competencies
Experience using Salesforce or other CRMs, Microsoft Excel and standard reporting tools.
Proven ability to blend data from multiple systems to create comprehensive, holistic views, and to translate complex data into consumable insights appropriate to the target audience.
A strong affinity to data and analysis.
Uncompromising attention to accuracy, clarity and detail.
Ability to build relationships to become a trusted advisor.
A strong sense of structure, well-organised and a can-do attitude.
Bachelor’s degree in business, operations, data science or a related field.
Experience in a SaaS business preferred, ideally in an analytical position.
Falcon is part of Cision Ltd—a leading global provider of innovative earned media software and services to public relations and marketing communications professionals
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