Customer Performance Analyst

Help Shape Exceptional Customer Experiences Through Data

At Entrust, we're committed to enabling trusted identities, secure payments, and data protection for organizations worldwide. As a Customer Performance Analyst, you'll play a key role in ensuring our products consistently deliver exceptional performance for our customers.

This is an exciting opportunity for a naturally curious and analytical professional who enjoys solving complex problems, uncovering insights from data, and partnering with cross-functional teams to drive meaningful outcomes. You'll become a trusted advisor on product performance, helping identify trends, resolve customer-impacting issues, and improve the overall customer experience.

What You'll Do

As a Customer Performance Analyst, you'll combine data analytics, customer engagement, and cross-functional collaboration to proactively improve product performance and customer satisfaction.

Customer Support & Performance Insights

• Develop a deep understanding of Entrust products and performance metrics.
• Analyze customer performance data to identify trends, opportunities, and potential risks.
• Provide evidence-based recommendations to help customers achieve their objectives.
• Build strong relationships with customers through clear, timely, and empathetic communication.

Data Analysis & Problem Solving

• Investigate large and complex datasets to uncover actionable insights.
• Translate ambiguous problems into structured analyses and meaningful recommendations.
• Challenge assumptions and proactively identify root causes of unexpected results.
• Drive investigations through to resolution, ensuring stakeholders are informed throughout.

Product Performance Monitoring

• Monitor key product performance indicators and identify emerging issues.
• Escalate concerns and coordinate with engineering, product, and support teams when required.
• Help establish best practices for proactive performance management and reporting.

Cross-Functional Collaboration

• Partner closely with Support Engineers, Software Engineers, Product Managers, Customer Success Managers, and other stakeholders.
• Communicate technical findings effectively to both technical and non-technical audiences.
• Act as the central point of coordination for customer-impacting performance issues.

Ownership & Continuous Improvement

• Take ownership of investigations from initial problem definition through to resolution.
• Demonstrate sound judgment regarding when to escalate issues and when to independently drive solutions.
• Continuously seek opportunities to improve processes, reporting, and customer outcomes.

Required Qualifications

• Strong analytical and problem-solving skills with the ability to derive insights from large datasets.
• Experience using Microsoft Excel, Google Sheets, or similar tools for data analysis and reporting.
• Excellent written and verbal communication skills.
• Ability to explain complex technical concepts to diverse audiences.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Comfortable working in both structured and ambiguous environments.
• Self-motivated with a proactive, "can-do" attitude and a growth mindset.
• Collaborative team player who thrives in cross-functional environments.
• Fast learner with a passion for continuous development.

Preferred Qualifications

• Bachelor's degree in a STEM discipline or another field with a strong analytical focus.
• Experience with Looker or similar business intelligence and analytics platforms.
• Working knowledge of SQL.
• Previous experience in a data analytics, business analytics, or performance analysis role.
• Exposure to technology organizations, particularly working alongside Engineering, Machine Learning, or Product teams.

Why Join Entrust?

At Entrust, you'll have the opportunity to work with industry-leading technologies that help secure identities, payments, and data around the world. You'll be part of a collaborative team where your insights directly influence customer success and product performance.

We believe in empowering our employees through continuous learning, career growth, and meaningful work that makes a global impact.

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For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

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.

If you require an accommodation, contact [email protected].

Recruiter:

James [email protected]