Customer Insights Analyst (EdTech, SaaS)

Interplay Learning, the leader in immersive learning for the skilled trades, now includes Industrial Training International (ITI), the global leader in specialized industrial learning solutions.

Leveraging instructor-led training, online simulations, AI, and VR, Interplay helps organizations and educational institutions upskill faster, reduce risk, and increase operational readiness. With nearly 600,000 people trained, Interplay is shaping the future of workforce development, building better careers and better lives. Visit www.interplaylearning.com to learn more.

Awards & Recognition: 

• 2024 Facilitiesnet Readers' Choice Award Winners for Software
• Forbes 2024, America's Best Startup Employers
• 2024 Fast Company Most Innovative Companies
• 2024 AHR Expo Innovation Awards Winners for Software
• Built-In, Best Midsize Places to Work In Austin 2023 & 2024

Position: Customer Insights Analyst

Interplay Learning is an innovative impact-driven EdTech company that uses the power of VR and simulations to teach the trades. Our customers range from large enterprises to mom & pop shops, technical high schools and higher education institutions to correctional facilities helping create better opportunities for incarcerated individuals re-entering society.

We truly believe in our motto - Better Careers, Better Lives - for our customers and our employees. We hire intentionally, and responsibly; and we never experienced layoffs as a result. We prioritize being a healthy business, and that means we get scrappy and creative to delight our customers. 

We are seeking a Customer Insights Analyst to support our Customer Success organization. You will sit on the Data team and collaborate with Analytics Engineers to deliver useful insights to the business. You will play a pivotal role in shaping our QBR process and using data to empower the customers of our VR training platform. You will work cross-functionally to do deep analyses of customer behavior to inform metrics and benchmark design.

What you’ll do:

• Support our Customer Success Managers with QBR preparation. You will design standard metrics to share with all customers and dive for insights to help tell a richer story and drive retention for strategic customers.
• Perform analytics deep dives into customer behavioral data to understand what drives adoption and retention, explore user and customer clustering and benchmarking, and help inform metrics and KPIs to track customer health.
• Work closely with all roles across the Customer Success organization to deeply understand their workflows and how you can empower them with data.
• Create visually engaging reports and dashboards for effective communication of insights.
• Complete ad-hoc data requests with an eye towards making them into reusable tools.
• Collaborate with technical and non-technical stakeholders, bridging the gap between a business problem and technical solution.

Who you are:

• A self-starter: You have a strong disposition to thrive in ambiguity, taking initiative to create clarity and forward progress.
• A great communicator and storyteller: You are able to clearly communicate the results of your analysis and tell the “so what” story effectively to business stakeholders. You are proactive in communicating with your team members and you speak up when you need help.
• Collaborative team player: You value team success over ego. You will engage in spirited discourse, but can disagree and commit if the team chooses another path.
• Detail-oriented: You triple-check your numbers, and ask the clarifying questions. You have strong problem-solving and analytical skills.
• A builder: You’re enthusiastic about establishing the foundations of a data team and their tools from scratch. You are excited by automating the boring stuff.
• A learner: You follow your curiosity. You are genuinely interested in the field and honing your craft. You keep an eye out for new tools, and love learning new ways of doing things by reading documentation, blogs, books, or watching conference talks.

Requirements:

• Strong proficiency in SQL and experience with BI tools like Looker or Omni.
• Ability to present complex information clearly and professionally to a variety of audiences.
• Excellent communication skills and stakeholder management abilities.
• Strong attention to detail and accuracy of output.
• Proven track record of being able to drive work independently and proactively engage with business stakeholders with minimal direction, navigating through ambiguity.
• Have experience with and deep understanding of various approaches to designing metrics for SaaS applications like measuring adoption, retention.
• A “full-stack mindset”, not hesitating to do what it takes to solve a problem end-to-end, even if it requires going outside the original job description.
• Candidates must be authorized to work in the United States for any employer without stipulations and be residents of the United States.

You’ll have an edge if you have:

• Familiarity with dbt.
• Familiarity with one of the data warehouses like Big Query, Snowflake, Redshift, Databricks (We use BigQuery).
• Have a software engineering mindset and toolkit - git, testing, code reviews.
• Experience with surveys (design, creation, maintenance, analysis).
• Experience with edtech analytics.

The company conducts background checks after extending offers of employment. These screenings are performed by third-party specialists. All roles require I-9 verification, E-Verify, a background check, and a drug and alcohol test (subject to applicable federal and individual state regulations). Additionally, depending on the position, candidates may undergo employment history verification, DMV record check, reference checks, education and credential verification, and a credit history review.

Pay:  $80-110k based on experience

Interplay Learning Ethos:

At Interplay, we love what we do. We embrace our daily challenge to push technological limits to invent better ways to make learning easier and training more powerful. We attract passionate people and invite spirited discourse. We celebrate that our jobs fit our lives, not the inverse. We are uncompromising in our belief that together: we can build better training, build better careers and build better lives for customers and our team.

Why you’ll love working with us:

• Remote-first & flexible hours – Offices in Austin, TX; Deer Park, TX; Woodland, WA; and Cleveland, OH.
• Learning & growth – Annual learning reimbursement.
• Family-friendly policies – Support for work-life balance.
• Generous time off – 3 weeks PTO, 1 week Winter Break, holidays, and sick days.
• Comprehensive benefits – Medical, vision, dental, and 401(k) match.
• Equity – Private Company Equity Options 
• Wellness – Mental and physical health resources and social events.

 Join us and grow with a team that values you! 

Diversity Statement

At Interplay Learning, diversity and inclusion are fundamental to who we are and how we operate our business. We’re building a diverse workforce that cultivates and supports all individuals for the betterment of each other, our company, and our customers. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. Interplay Learning commits to promote and recognize principles of fairness, equity, and social justice in relation to, and across, intersections of race, age, color, disability, faith, religion, ancestry, national origin, citizenship, sex, sexual orientation, social class, economic class, ethnicity, gender identity, gender expression, and all other identities represented among our diverse membership.

We strongly encourage people of color, lesbian, gay, bisexual, transgender, queer and non-binary people, veterans, and individuals with disabilities to apply. Interplay Learning is an equal opportunity employer and welcomes everyone to our team. If you need any reasonable accommodation at any point in the application or interview process, please let us know.

Equal Employment Opportunity

Interplay Learning is committed to providing equal employment opportunity (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, pregnancy, marital status, gender identity or expression, status as a veteran, or any other legally protected characteristic or activity in accordance with applicable federal, state and local laws.

As a federal contractor, Interplay Learning takes affirmative action to employ and advance employment of individuals with disabilities and protected veterans.

Interplay Learning does not discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.

Drug Testing & Background Testing

The company conducts background checks after extending offers of employment. These screenings are performed by third-party specialists. All roles require I-9 verification, E-Verify, a background check, and a drug and alcohol test. Additionally, depending on the position, candidates may undergo employment history verification, DMV record check, reference checks, education and credential verification, and a credit history review.