Manager Client Data Services

About Afiniti

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.

Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.

Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.

To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com .

About The Role

Working within the regions Client Data Services team, you will be a key member who enjoys rolling up their sleeves to solve complex business questions through data. You will be the main support to the Client Data Manager/Director, and will be working with the client during the customer life cycle. You will be responsible for helping the supporting data team stay organized, helping to constantly update our client and internal documentation and ensuring all tasks and responsibilities are tracked across all accounts.

We are looking for Manager CDS and the individual (She/he) will work on a daily basis with the Senior Manager/Director who will lead his/her on priorities and supervised his/her work.

Key Responsibilities

• Support the Director and CDS team to drive the business agenda, successfully delivering on business and CDS goals
• Liaise with internal and client stakeholders, including senior and executive level, to communicate data requirements and help secure relevant data assets
• Able to drive successful completion of reporting, data/client scoping and analytic deliverables
• Ensures quality and reliability of data obtained from clients, ensuring it contains analytics and modelling capabilities
• Responsible for performance reporting on client accounts
• Manage requests for performance results, provide drill down on results and conduct custom analysis
• Fulfilment of requests for analytics and performance queries from internal & external clients
• Ensure correct client accounts monthly billing procedure is followed and invoicing is accurate and timely
• Drives analysis and reporting in support of financial objectives and targets on client accounts
• Reconcile data (internally and with the client). Reconcile data and procedure with internal teams
• Drive new business opportunities through seeking new data access in collaboration with client and internal teams
• Document data joining procedures (collaborate with and audit procedures from AI team) for new installations and expansions. Secure client to agree to procedure.
• Ensure data integrity on review of historical data
• Confirm that AI team is able to optimize the performance metric desired by the client and that the data provided by the client is sufficient (completeness and usability)
• Define data validation reports to be shared with client
• Show client how to look at the data and give them comfort around the procedure and the various checks that are part of validation. (Present results and explain SQL procedures to client via web session)
• Prepare succinct, clear, and easy to follow documents that summarize findings and insights
• Perform other duties as assigned
• Willing to work in US hours

Minimum Qualifications

• Bachelors degree in Computer Science/ Mathematics/ Economics/ Statistics/
• At least 5 years of working experience.
• Preferably prior work experience in a data-rich environment with data mining techniques and predictive analytics.

Preferred Qualifications

• 5+ years of working experience as a data analyst
• Expert knowledge of SQL; R and Python would be beneficial
• Experience of working in a client facing role; consulting experience preferred
• Experience with business analysis, being able to correlate the client’s business process to the acquired data feeds
• The ability to manage clients and internal stakeholders’ expectations
• The ability to convey complex mathematical concepts in meaningful way to business clients and internally
• The ability to work independently and in a team environment
• The ability to work effectively across functions, levels and disciplines
• Strong MS Office Suite skills – particularly Word, Excel, and PowerPoint
• Basic knowledge and understanding of statistical concepts
• Strong problems solving and critical thinking skills

Location/Remote work statement

Based on the role and function at Afiniti, you may have the opportunity to work remotely!

If your role allows you to work remotely, you will have opportunities to travel to an Afiniti office for key moments throughout the year, but the amount of expected travel will depend on your role and team.