Data Analyst

We are recruiting for a talented SaaS Implementation and Support Data Analyst to provide a first-class service to our customers who are using our Merchant Central (formerly IRIS CRM) product. IRIS CRM is an NMI company.

Key Responsibilities:

• Managing full-lifecycle implementation of a payments industry CRM and Residuals platform, ensuring seamless deployment and successful adoption.
• Acting as the subject matter expert within the Merchant Central Support team for handling tasks and requests pertaining to the Residuals module.
• Solving residual calculation tickets accurately using Excel and the Merchant Central platform.
• Interacting with clients over Zoom and email that have questions pertaining to residual calculations, and configuration updates.
• Creating new mathematical formulas and verifying existing formulas to ensure that residual income calculations are being reported correctly on client sites.
• Provide clear, professional guidance on using and configuring Merchant Central Residuals module, tailoring explanations to clients’ needs and varying levels of technical expertise.
• Logging software issues, bugs or inconsistencies that are reported by clients using JIRA and Zendesk tools.
• Creating visual mockups and written descriptions of suggestions for the development team related but not limited to the Residuals functionality.
• Training and coaching new clients on the benefits of Merchant Central to ensure maximum adaptability and stickiness.
• Taking interest in and educating yourself about the payments industry to be able to provide the most accurate and up to date information.
• Collaborate with cross-functional teams with a focus on Sales and Partner Experience to define data needs and implement data-driven solutions.
• Communicate findings effectively to both technical and non-technical stakeholders.
• Assist in conducting ad-hoc analyses and data extraction when needed.

Requirements: 

• Bachelor's degree in Computer Science, Finance, Accounting, Mathematics, Statistics, or a related field.
• 1-2 years of experience in a role involving data analysis or data science, or equivalent academic experience.
• 2+ years of experience implementing or supporting SaaS software.
• Experience working in a ticketing system on a daily basis. Preferably Zendesk.
• Experience with BigQuery or similar SQL-based data analytics tools.
• Proficiency with Microsoft Excel, familiarity with SQL or Python is a plus