[Hiring] Customer Data and Process Analyst @Syndigo

Role Description

We are seeking a Customer Data and Process Analyst to support the success and renewal of a large portfolio of small-to-mid-size customers (“long tail”) within our SaaS platform. This role is designed for high efficiency, operational excellence, and fast impact through data-driven prioritization, structured workflows, and standardized processes, rather than high-touch account management. While the main focus of this role will be long tail customers, there will be a significant element of maintaining high-quality customer data and operational accuracy across the broader portfolio.

The ideal candidate is detail-oriented, analytical, and highly coachable, with an interest in working with data, systems, and dashboards in a SaaS environment.

Responsibilities

• Customer Portfolio Operations (Scaled)
  • Manage a high-volume portfolio of long-tail customers across DACH and Europe
  • Deliver success primarily through one-to-many and digital channels (webinars, in-app messaging, campaigns, knowledge base, community)
  • Prioritize actions using health scores, usage data, and system-driven signals
  • Serve as the primary point of contact for transactional, lower-touch customer interactions
• Renewal & Retention
  • Support structured renewal processes for long-tail accounts
  • Identify churn risks early using data signals and usage trends, and execute predefined mitigation actions
  • Collaborate with Sales and Account Management on commercial actions when needed
• Customer Education & Enablement
  • Design and support scalable training formats (group sessions, tutorials, playbooks)
  • Maintain and improve self-service and knowledge resources
  • Enable customers to independently operate the platform
• Data-Driven Customer Management
  • Analyze product usage, engagement signals, and support trends to identify patterns
  • Monitor dashboards and customer data to flag risks, gaps, or opportunities at scale
  • Contribute insights to improve health scoring, segmentation, and reporting
• Commercial & Operation Hygiene on wider portfolio
  • Review customer contracts, order forms, and amendments to ensure all products, data domains, recipients, and entitlements are correctly reflected in internal systems
  • Validate that customer licenses, usage rights, and service entitlements are accurately provisioned and aligned with contractual agreements
  • Execute data validation and cleanup tasks within structured workflows
  • Maintain high data quality standards in Salesforce, including:
    • Account and opportunity hygiene
    • Correct product, SKU, and entitlement mapping
    • Accurate renewal dates, ACV, and contract term

Qualifications

• 1–2 years of experience in data analysis, operations, SaaS support, or customer-facing roles
• Excellent language skills in English and German (C1)
• Comfortable working in a high-volume, process-driven environment with repetitive workflows
• Experience using tools such as Salesforce, Churn Zero, Excel/Google Sheets, or similar systems
• Demonstrated ability to work in structured, process-driven environments
• Strong written communication skills for digital customer interactions
• Highly organized and self-managed in a remote environment
• Strong analytical mindset with comfort interpreting dashboards, usage metrics, and data trends
• Demonstrated ability to learn new tools and systems quickly (highly coachable)
• High attention to detail and data accuracy

Diversity, Equity & Inclusion

To achieve the best version of our organization, we know it takes new ideas, new approaches, new perspectives and new ways of thinking. A purpose we are 100% committed to cultivating. Diversity is woven into our fabric at Syndigo and it’s how we stay an industry leader, innovating technology solutions that equip our customers with everything they need to be successful! All are welcome here and we invite you to join our team if you are ready to help us continue that growth!

GDPR/CCPA

Syndigo, to process applications, holds onto data for a "reasonable time" after applications are submitted. This data is stored for Syndigo's internal use by HR/Recruiting Staff only. Verified requests for data deletion and exports will be completed upon request.

At Syndigo, we care about your privacy. As you go through our recruitment process, we are committed to being transparent about how we process your personal data. To learn more about how Syndigo processes your personal data, go to our Job Applicant Privacy Notice.