Business Value Consultant

About Us

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Raised our $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

What You Will Do?

As a Business Value Consultant for Customer Success, you will be instrumental in delivering actionable, data-driven insights that showcase the business value of Observe.AI's platform. Your role will combine advanced data science techniques with customer-facing communication to help clients fully realize the value of our solution. Working alongside Customer Success Managers, you will lead the analysis and visualization of key metrics, ensuring customers are able to track their ROI and the tangible impact on their business.

This role requires strong technical expertise in data science, including statistical modeling, machine learning, and predictive analytics, combined with excellent communication skills to present insights clearly to clients.

Key Responsibilities:

• Advanced Data Analysis & Insights: Use Python, SQL, and other data analysis tools to uncover actionable insights from large datasets, identify patterns, and forecast customer behaviour.
• Statistical & Machine Learning Models: Build and deploy statistical models and machine learning algorithms to predict customer outcomes, identify trends, and optimize business strategies. Techniques may include regression analysis, clustering, time-series forecasting, and classification models.
• Customized Reporting & Dashboards: Design and implement interactive dashboards and reports using Looker, Tableau, Power BI, or other BI tools to help customers visualize and understand key business metrics and ROI from our platform.
• Predictive Analytics: Apply advanced predictive analytics to customer data to forecast business performance, identify at-risk customers, and recommend actions for improvement.
• Customer-Facing Workshops & Training: Lead workshops to educate customers on using statistical methods, machine learning models, and data analysis techniques to optimize performance and ROI.
• KPI & ROI Measurement: Collaborate with customers to define and track KPIs, leveraging data science techniques to quantify the value Observe.AI brings to their business.
• Value Demonstration: Build compelling Proof of Value (POV) presentations that demonstrate how Observe.AI’s platform contributes to their strategic goals, using data and analytics to showcase business impact.
• Cross-Functional Collaboration: Partner with teams across Sales, Customer Success, and Product to translate business needs into data-driven solutions and ensure customers are achieving their desired outcomes.
• Continuous Improvement: Monitor customer usage patterns and success metrics to continuously optimize and evolve the reporting process, ensuring that the data provided is always actionable and aligned with customer objectives.

What You’ll Need:

• Bachelor’s Degree in Engineering, Computer Science, Mathematics, Statistics, or a related field.
• 3+ years of experience in data analysis, data science, or a similar role with a strong focus on customer success, consulting, or business analytics.
• Strong Statistical & Data Science Knowledge: Expertise in statistical analysis and machine learning techniques such as regression analysis, hypothesis testing, time-series forecasting, clustering, and classification models.
• Technical Proficiency:
• Proficiency in Python for data manipulation, statistical analysis, and machine learning (libraries such as Pandas, NumPy, SciPy, scikit-learn, etc.).
• Strong command of SQL for querying, transforming, and analyzing large datasets.
• Experience with Jupyter Notebooks or similar tools for data exploration and visualization.
• BI Tools Expertise: Experience building custom dashboards and reports in Looker, Tableau, Power BI, or similar tools to provide clear, actionable business insights.
• Data Visualization: Strong ability to turn complex data into easily understandable visualizations that clearly communicate business value and performance.
• Predictive Analytics: Experience in applying predictive analytics techniques to forecast business performance and identify key opportunities for clients.
• Customer Success Focus: Prior experience in a customer-facing role, driving business outcomes through data insights, or consulting with clients on analytics solutions.
• Clear Communication: Strong communication skills with the ability to present complex data insights and model results in a simple, client-friendly way. You should be comfortable presenting to both technical and non-technical stakeholders, including senior leadership.
• Problem-Solving & Analytical Thinking: Ability to break down complex business challenges into data-driven solutions, while working collaboratively with customers and internal teams.
• Bonus: Familiarity with contact center analytics and experience in the SaaS, AI, or telecommunications industry is a plus.

If you have a strong background in data science, a passion for analytics, and the ability to drive customer success through insights and actionable recommendations, we want to hear from you! Apply today and be part of an exciting, high-impact team that is changing how businesses operate through advanced AI and analytics.

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.