Data Analyst and Customer Advocate

Job Description

Data Analyst and Customer Advocate

IP.com is an intellectual property services provider. We have four main product and service areas: InnovationQ, our semantic search and analytics platform; the Prior Art Database, the world’s first and largest on-line disclosure service; our Research and Analytics team that provides patent searches in support of patent prosecution, patent infringement, and clearance/freedom to operate analysis; and Insight Reports, which evaluate the strength of either a patent or an idea.

Our proprietary analytics, patented Semantic Gist® discovery engine, exclusive content, and professional services provide organizations with competitor, market, patent, and patent litigation intelligence that inform critical business decisions.

Job Summary

The Data Analyst & Customer Advocate manages the support and order entry systems and provides data support to the Sales & Marketing teams. Primary responsibilities include processing trials and orders, responding to customer inquiries, preparing data reports, leading data migration projects, ensuring data integrity between systems, and generating marketing contact lists.

Essential Duties

  • Develop and maintain knowledge of User Management, Target Process and Salesforce (systems used for subscription management and requests, projects and CRM).
  • Understand and interpret data from these systems and manage data synchronization.
  • Attention to detail and ability to think about the data in multiple dimensions (how the systems interact, source of record for each data element, and addressing data mismatches).
  • Develop repeatable processes for generating key customer reports for management.
  • Utilize Excel (macros, charts and graphs) to develop reports and generate lists for Sales (product usage), Executive team (board reports) and Marketing (email lists).
  • Develop and implement data analyses, data collection systems and other strategies that optimize statistical efficiency and quality.
  • Work with Sales Associates to ensure account and user data is accurate in Salesforce.
  • Process trials, subscriptions and voucher orders for accounts, manage users associated with the accounts. Enter account and user data in Salesforce.
  • Triage support queue – answer questions via email and phone, field questions to product specialists.
  • Follow-up on open support issues to resolve on a timely basis.
  • Assist with documentation of systems and processes.
  • Other duties as assigned.

Technology/Equipment/Tools

  • Proficiency in Microsoft Office Suite, Outlook, and Salesforce required. Experience with support queue management software and Marketo desired.

Qualifications

Education Requirements

  • Bachelor’s Degree, preferably with a Business, Business Analytics, Statistics, Computer Science, or other related field of study

Skills and Competencies Requirements

  • Experience working in a Customer and Sales Support role
  • Experience in interacting with clients on a daily basis
  • Strong organizational, problem-solving, and analytical skills
  • Ability to learn and utilize multiple computer systems
  • Experience in data reporting and analysis
  • Demonstrated proficiency and good judgment in managing project priorities and workflow
  • Excellent written and oral communication skills
  • Ability to work with all levels of management
  • Demonstrated ability in being proactive, willingness to work on various projects as needed in addition to daily responsibilities
  • Creative and innovative team player
  • Compliance with ITAR/Export Control regulations, which can be demonstrated by US citizenship.

Location

  • Work at office location in Fairport, NY.

Benefits

  • Competitive salaries
  • 401(k) plan
  • Work-Life balance
  • Medical, Dental, Vision and Life Insurance
  • Health Savings Account
  • Flexible Savings Account
  • Dependent Care Account
  • Paid holidays, vacation and sick time

To apply for this position, please send your resume to careers@ip.com.