Job Function: Sales The role:
Job Summary
SoftwareOne is looking for a Customer Insights Analyst to turn data into action, both for internal decision-making and for the value we demonstrate to our customers. Working across Customer Impact and Customer Experience, this role pairs strong analytical rigor with modern AI tooling to surface insights faster, tell sharper data stories, and build the customer data products both functions rely on.
The day-one priority is customer health and experience: building the health scoring, churn and risk analysis, renewals support, and experience metrics the business needs to understand and act on account health. Over time, the role grows into impact measurement, helping operationalize the methodology that quantifies the value we create for customers. Both run on the same data foundation, which this person builds and owns. This is a hands-on analytics role with a strategic edge, suited to a builder who uses AI to change how work gets done, not just to answer one-off questions. It is a full-time, remote or hybrid role based in NORAM.
SoftwareOne is an AI‑forward company. We actively use AI across our business to improve productivity, decision‑making, and outcomes - and we are intentional about hiring people who are curious, hands-on, actively apply AI, and lead by example as technology continues to evolve
Role & Responsibilities
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Build and maintain customer health scoring that combines usage, adoption, engagement, support, and commercial signals into a view the business can act on.
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Identify churn and at-risk accounts early by surfacing leading indicators and their drivers so teams can intervene ahead of renewal.
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Support renewals management by surfacing renewal risk, coverage, and the signals that inform retention and renewal plays.
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Measure the experience that matters, including adoption, satisfaction such as NPS, and retention, and translate it into prioritized plays for customer experience, account, and leadership teams.
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Build and own customer insights reporting, a single self-service portal that brings customer health, risk, renewals, and impact signals together for account, customer success, and leadership teams, backed by the shared data model and pipelines you maintain.
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Build and maintain the shared data model and pipelines both mandates depend on, surfacing results in a single, trustworthy view for leadership, individual contributors, and customers.
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Create interactive visualizations and data narratives for internal decision-making and customer-facing value conversations, tailored to the audience.
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Partner across teams, including sales, customer success, operations, services, and channel, to define the metrics that matter and align measurement to business and customer goals.
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Champion responsible, governed use of data and AI, complying with corporate policies, data governance standards, GDPR, and responsible-AI practices.
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Travel: minimal, typically less than 10%.
What we need to see from you:
What you offer
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Substantial hands-on analytics experience connecting business needs to data and outcomes, for example customer analytics, business intelligence, value realization, or business analysis.
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Proven experience building customer health, churn, and risk scoring and supporting renewals, combining usage, engagement, and commercial signals into actionable scores. This is the day-one priority.
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Strong data fluency, including SQL and proficiency with a BI platform such as Power BI (preferred) or Tableau, with the speed to turn questions into answers quickly.
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Strong business and commercial acumen, with a track record of connecting services, solutions, or investments to quantified outcomes such as value realization, business cases, ROI, or benefits analysis.
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Applied AI capability as a builder, not just a user. A demonstrated record of using AI to change how work gets done: building agents, skills, or automations, redesigning workflows, or enabling decisions at a team or business level.
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Intellectual curiosity and learning agility, with the ability to pick up our customer impact methodology and domain quickly and help shape it over time.
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Clear communication, with a demonstrated ability to translate data into actionable insight for both technical and non-technical audiences.
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Critical thinking and sound judgment, including the ability to assess and validate AI-generated output.
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A self-starter who owns outcomes, able to work independently and take ambiguous problems end to end with limited direction.
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Nice to have: working knowledge of the Microsoft data ecosystem (Fabric, semantic models, Power Platform, Copilot), experience with customer experience or value-realization data such as NPS and adoption, ETL and data-pipeline experience, and exposure to predictive or propensity modeling for churn or renewal likelihood.
The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons.
Success Criteria
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Customer health and risk scoring, plus renewals support, stood up and actively used by customer experience and account teams within the first 6 to 12 months.
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At least one AI-enabled workflow introduced that measurably reduces manual analytical effort.
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Demonstrated ramp on the impact methodology, with early contributions to extending it across service lines.
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Data products and narratives delivered that strengthen both internal decision-making and customer-facing value conversations.
Organizational Alignment
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Reports to: Business Impact Lead, NORAM, within the Business Excellence function.
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Collaborates with: Customer Impact and Customer Experience leadership, and partners across sales, customer success, operations, services, and channel teams.
What we offer
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Generous pay with bonus structure (quarterly or bi-annual depending on the role)
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Independent environment without a lot of red tape where you are empowered to make decisions
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Substantial benefits package that includes:
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Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
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401k program with employer matching 50% up to the first 10% of employee’s contributions
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Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
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Access to EAP and concierge services plus pre-paid legal at no cost
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Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
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Employee stock purchase plan
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Learning and development opportunities galore, tuition reimbursement, and much more!
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Specific to Nashville and Milwaukee-based office employees: company-paid parking
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Winning culture, inclusive environment, and friendly people all over the world
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A remote-friendly organization, with colleagues working remotely either part or full-time
Target compensation for this role will be $125K - 145K USD (mix of base salary and bonus). Actual offers may be higher or lower than this range and will be determined based on a variety of factors, including (but not limited to) candidates’ qualifications, experience, education, and work location.
We are not able to consider candidates residing in the state of Hawaii currently.
Why SoftwareOne?:
SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.
Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.
Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.
Accommodations:
SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at
[email protected]. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs, and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.
At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.
