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Customer Analyst

Laurel

Laurel

IT, Customer Service
United States · Los Angeles, CA, USA · San Francisco, CA, USA · Remote
Posted on Tuesday, June 11, 2024

Laurel’s Mission to Return Time:

We’re a team that is connected by time. Life has taught us its true value and finite nature. We value every minute and are on a mission to return time. And we live and breathe that mission in everything we do — from how we build our product that saves our customers time to how we operate as a company.

Come work with a team that’s intelligent yet humble, visionary yet gets things done. A team that’s only getting started at cracking a problem that affects every person who uses a screen to work.

Come build a company that will stand the test of time as we look to understand time itself.

We all waste a staggering amount of time at work (~33%) because we have no idea where we are spending it. Worse yet, we continue to operate in a factory model that simply does not apply to creative work. Our big bet is that by understanding time, we’ll be able to move away from it as a unit of value. In the future knowledge economy (lawyers, accountants, engineers), contributions will be assessed on value added, not the underlying time spent adding it.

Ambitious mission to say the least, so where are we starting? We have created a new market category called Time Automation that automates the timekeeping process for professionals and allows us to collect time data at scale. Before Laurel, professionals had to manually record every six minutes of their day into antiquated timekeeping software. Not anymore. We are moving away from a world in which humans tell a machine what they did at work, to our version of the world in which the machine tells the human.

We are looking for individuals who share our passion of returning time. Come join us on our journey as we spend time solving time. It will be a long road but if we’re even half right, we’ll change the way work is measured and performed forever.

Customer Analyst

Job Description
(est. reading time: 5 mins)

Our mission is about returning time. To return yours, we’ve gone ahead and provided the answers to the questions we think you should be asking us. For more details, read on.

About Laurel & Roadmap:

Laurel is the first company to apply AI to tracking time.

Company Roadmap:

Phase 1 (today):

  • Applying AI to automate timesheets for professional services. Value is: (1) more money for the firm and (2) less time for the user

Phase 2 (2025):

  • Aggregating time data and moving pro serv industries from selling time → selling outcomes (rewiring the incentive model for 20% of Global GDP)

Phase 3: (2030):

  • Tie outcomes back to the input of time across all digital industries–and leverage our work data set to automate work that does not create leverage

Traction:

Series B ($55M raised from top-flight investors). Rebuilt platform E2E post Series B raise which launched in Feb 2023. In just 15 months, we’ve gone from $0 → ~$7M ARR on the new platform (including significant ARR from upsells because of the new platform). Customer quote: “Laurel is the product I’ve been hoping for since I started practicing.”

About the Role

The Customer Analyst will be responsible for analyzing rich customer data to generate actionable insights that drive significant value for our customers. This role requires a unique blend of strong analytical skills and the ability to engage effectively with customers. The ideal candidate will be strong technically with, detail-oriented, data-driven, and possess excellent communication skills.

Why Now?

AI will fundamentally change the nature of work, and how we think about work. The Data Analyst role at Laurel has the capacity to understand and analyze all knowledge work with the work data we have at our fingertips. You can stand at the forefront of this revolution and help change the meaning of work.

Laurel is at a pivot point. We've built a product that people like, and have a direction that people love, but it hasn't been done yet. This person will have significant autonomy and authority in ensuring that the path we are taking ultimately yields our lofty goals of changing the way professional service workers work (and get paid).

In essence, your work will serve as the tip-of-spear to our Phases 2 and 3 of the business.

Core Duties

  1. Customer-specific Data Analysis and Reporting:
    • Analyze customer data to identify trends, patterns, and areas for improvement.
    • Develop and maintain dashboards and reports to track key customer metrics.
    • Provide regular reports and insights to the customer success and product teams.
  2. Customer Interaction:
    • Engage with customers to understand their needs, challenges, and feedback.
    • Conduct customer interviews and surveys to gather qualitative data.
    • Present analytical findings and recommendations to customers in a clear and actionable manner.
  3. Collaboration and Strategy:
    • Work closely with the customer success, product, and marketing teams to align on customer insights and strategies.
    • Contribute to the development and execution of customer success strategies.
    • Support the product team by providing data-driven insights to inform product development and enhancements.
  4. Tool and System Management:
    • Utilize customer analytics tools and software to gather and analyze data.
    • Maintain and improve data collection processes to ensure accuracy and reliability.
    • Stay up-to-date with industry best practices and emerging trends in customer analytics.

Teammates

  • VP of Customer Experience (direct manager)
  • Account Managers
  • Support Lead
  • Implementation Director

Skills and Experience

  • Bachelor's degree in Data Science, Statistics, Business, or a related field; or equivalent work experience.
  • 4+ years of experience in an analytics or similar role, with a preference for customer analytics experience.
  • Strong analytical skills with proficiency in data analysis tools such as SQL, Python, R, or similar.
  • Experience with data visualization tools like Tableau, Power BI, or Looker.
  • Excellent communication and interpersonal skills, with the ability to present complex data in a clear and concise manner.
  • Proven ability to engage with customers and understand their needs.
  • Strong problem-solving skills and attention to detail.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
  • Experience in the tech or AI industry is strongly preferred.

Flexibility and Logistics:

  • Location: This role will be fully remote, but must be located on the Eastern Time Zone due to the needs of our current customer base
  • Compensation: Competitive salary, generous equity, comprehensive medical/dental/vision coverage with covered premiums, 401(k), additional benefits including wellness/commuter/FSA stipends.
  • Visa Sponsorship: Unfortunately we are unable to sponsor visas at this time.
  • What happens if my kid or I are sick on a workday? Take all the time you need! We’ll cover for you. And send you some soup.

Not sure if you meet the qualifications? Keep reading…

At Laurel, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge the status quo. If you’re interested in joining us on our mission to return time, then we encourage you to apply, even if you don’t perfectly match every single bullet on the job description. We promise to review your application. Laurel is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment, free from discrimination or harassment, for all employees.