Data Analyst IV

Engineering Charleston, South Carolina


Description

Data Quality Manager | Data Services Team

The Data Quality Manager (DQM) is responsible for working with troubled clients to understand and resolve Data Quality issues and is an extension of the Customer Success team as an advocate for the client.  A strong DQM seeks to drive resolution of complex issues in a timely and professional manner with the end goal of stabilizing the client relationship, increasing credibility, and maximizing the overall value of the client’s Benefitfocus solution.  As part of this process the DQM will be identifying global trends and best practices to contribute back to the improvement of our product and operational procedures. The success of the DQM will be measured through overall relationship health, successful defect management and resolution, and minimization/mitigation of future issues. This role requires excellent customer relationship skills (internally and externally), exemplary verbal and written communication, a strong in-person presence, the capability to operate and function effectively in both a team-oriented and individual capacity, and the ability to excel in a fast-paced environment.    

Responsibilities:

  • Conduct Discovery sessions to become familiar with and have a deep understanding of the client’s Data Quality concerns
  • Effectively manage and prioritize customer issues; identify and escalate critical issues, as necessary
  • Participate in regular customer meetings that measure progress and business impact
  • An extension of the Customer Success Manager, assisting in leading, collaborating, and coordinating across internal Benefitfocus teams
  • Demonstrate effective command of Benefitfocus governance and decision-making processes, products/solutions, organizational structures, and technology infrastructure
  • Recommend solutions based on industry and internal knowledge and best practices
  • Document all communications, consistently provide status updates on active issues, and maintain accurate and up-to-date statuses of all triage actions performed within our issue management system
  • Lead monthly and/or quarterly Data Quality progress meetings with client’s leadership team and Benefitfocus executives
  • Provide Root Cause Analysis to use in program-wide continuous improvement initiatives
  • Provide recommendations on Data Quality standards and best practices taken from lessons learned and identified trends
  • Provide specific and measurable success criteria for resolving customer issues and increasing customer confidence.

Job Specific Knowledge & Skills:

  • Excellent analytical, problem solving, time management, and multi-tasking skills
  • Ability to deliver quality results in a fast-paced environment
  • World-class verbal and written communication skills that focus on concise and informative content for internal and customer audiences
  • Ability to interact with high level executives both internally and externally
  • Experience developing strategies that drive success through delivering value and insight tailored to each unique customer
  • Strong internal networking skills and ability to build strong rapport with associates at all levels
  • Industry knowledge is a plus - Insurance, Benefits Administration, SaaS, Healthcare

 

Education, Experience and Training required:

  • S. or B.A. required
  • 2+ years’ experience at Benefitfocus
  • Experience in successfully diffusing escalated client relationships
  • Strong proficiency in SalesForce CRM, JIRA, MS Office

Success Measures:  The success of a Data Quality Manager is ultimately measured by their ability to transition troubled accounts into satisfied and stabilized partnerships

  • Data Quality Satisfaction Measures: Post-engagement surveys will be sent to customers to measure their satisfaction of the overall impact and resolution provided
  • Internal Metrics: Post-engagement surveys will be sent to internal stakeholders to measure their satisfaction with the DQM’s involvement and effectiveness in driving results
  • Training and Product Certifications: All Data Quality Managers will be responsible for attending product training and achieving product certifications which will support their career growth in the Data Quality Management team

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability. It is Benefitfocus’ policy to encourage diversity in hiring, recognizing that this enriches the work environment for all Benefitfocus Associates and that a broad variety of perspectives enhances decision-making and creativity. Benefitfocus is an Equal Opportunity Employer Minority/Female/Disability/Veteran.