Career Growth, Flexibility and Collaboration!

Entrust is dedicated to keeping the world moving safely by enabling trusted identities, payments, and data protection around the globe. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

Our Customer Performance Analysts have a deep understanding of Onfido's products and services and are constantly aware of their state. They communicate efficiently and empathetically with our customers, understanding the context and capturing the required details for a timely resolution. Their focus is on response time and customer satisfaction. The perfect candidate enjoys making customers happy, and has a keen eye for investigation and detail.

You will be the analytical powerhouse responsible for proactively safeguarding all aspects of our product performance. You will monitor key performance indicators for our solutions and coordinate with teams internally to drive resolutions if they aren’t where they should be. You will be the go-to person for any emerging issues with our customers where product performance is concerned. Your knowledge of our products will be pivotal in supporting the growth of the organisation and you’ll need to be confident to lead internal and external meetings with a broad range of stakeholders.

To help you succeed, you’ll receive in-depth training from colleagues and our new joiner onboarding process. You’ll be led by an experienced and supportive team lead that will help coach and mentor your ongoing development and growth to empower you to find your path.

You’ll achieve this through:

Product understanding - Develop a deep understanding of the Onfido’s product suite and how it’s used by our customers. You will learn it hands-on from other Support Analysts and Engineers and by working with Product Managers, Software Engineers, and mentors.

Customer Usage and Metrics - You will familiarise yourself with key usage metrics and have a deeper understanding of how customers use Onfido. Develop a sound understanding of healthy range for various key metrics.

Customer Understanding - Understand the different needs and objectives of our customers, and recommend solutions to achieve them.

Problem solving - Investigate performance issues that our customers are facing when using our services, by deep diving into data and identifying actionable insights. Communicate and collaborate cross-functionally to ensure customer requirements are well known to their entire business area.

Product improvement - You know what works well and what needs some tweaking. You will work with Product Managers in defining the product roadmap, by surfacing customer feedback and learnings from past requests. You will help design and implement new processes, and improve existing internal processes.

Essential Skills:

Strong analytical skills and able to create insight out of large datasets.

Present insights and technical concepts to both technical and non-technical stakeholders.

Structured approach and comfortable working at speed to tight deadlines.

Collaborative and happy working cross-functionally.

Driven personality with a can-do attitude and growth mindset.

A quick learner, you're able to pick up new ideas, processes and systems easily and have a hunger to learn more.

A great communicator, you have strong verbal and written skills and are able to share and receive feedback, discuss ideas collaboratively with team members.

Desired Skills:

STEM degree, or any university degree where the focus is on data analysis, data manipulation tooling, and presentation.

Advanced spreadsheet skills (MS Excel, Google Sheets). Familiarity with Looker or other business analytic tools.

Knowledge of SQL.

Prior involvement in a technology related role working with Machine Learning and Engineering teams.

For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com.

Recruiter: