Business Data Analyst, Vonage
+ Bonus
Cloud-based communications APIs
Posted today
Cloud-based communications APIs
1001+ employees
Posted today
+ Bonus
1001+ employees
Company mission
To make communications more flexible, intelligent, and personal to help enterprises stay ahead.
Role
Who you are
- 3-6 years of experience as a Business Analyst, Data Analyst, or in a similar analytics role, ideally supporting Customer Success, Customer Support, or Revenue Operations
- Advanced proficiency in Tableau (dashboard creation, LOD expressions, performance tuning, and server management)
- Strong SQL skills: ability to write complex queries, join disparate datasets, and extract data efficiently
- Hands-on experience or strong familiarity with AI reporting solutions (e.g., Tableau Pulse, Copilot for BI, predictive modeling, or NLP-based text analytics)
- Solid understanding of CS/Support metrics: CSAT, NPS, First Response Time (FRT), Resolution Time, Customer Health Scores, and Gross/Net Retention Rate (GRR/NRR)
- Exceptional English communication skills with a proven ability to translate complex data into clear, actionable insights for senior executives
Desirable
- Experience with CRM and support ticketing systems (e.g., Salesforce, Zendesk, HubSpot, Gainsight)
- Knowledge of Python or R for predictive data analysis
- Experience working in a global matrix organization across multiple time zones
What the job involves
- As our Business Data Analyst for Customer Success & Support, you will be the bridge between raw data and actionable strategy.
- You will design and manage dashboards that give frontline teams the tactical visibility they need day-to-day, while equipping senior leadership with the strategic performance insights that drive long-term decisions.
- Your work will directly shape how we serve customers and how we grow
- Design, build, and maintain scalable dashboards tracking KPIs across Customer Success and Support teams
- Create real-time operational views for managers to monitor daily ticket volumes, SLA response times, customer health scores, and team capacity
- Develop executive summaries and narrative reports for senior leadership covering long-term trends, churn risks, and ROI
- Implement AI-driven analytics solutions (including automated anomaly detection, predictive churn modeling, and sentiment analysis on support tickets) to surface proactive insights
- Partner with Data Engineering to ensure data accuracy, clean pipeline integrations from CRM/Support tools (Salesforce, Zendesk, Planhat), and a single source of truth
- Conduct deep-dive analyses to identify bottlenecks in the customer journey and present recommendations to global stakeholders
Our take
According to Vonage, technology should make business communication easier, but it currently makes it more complicated due to the various communication platforms that users need to spend time learning how to use. Moreover, users often realize that the platform is not the right choice for them after wasting a lot of time understanding how to navigate it. Vonage aims to change this by providing enterprises with a flexible cloud communications platform that simplifies business communication.
Vonage offers a unified communications solution that is easy to understand and use every day. The platform integrates communication via voice, messaging, video, and data and gives clients the flexibility to choose from a wide range of tools and integrations or to create new ones using Vonage's APIs.
Following its acquisition by Ericsson - a multinational networking and telecommunications company - Vonage has been focused on expanding its presence in wireless enterprises and broadening its global offerings. As part of this, it recently announced a collaboration with AWS, to integrate Amazon Nova Sonic with the Vonage Voice API. This collaboration further strengthens Vonage;'s position in the rapidly growing AI-driven communications market and lays the groundwork for accelerated innovation and global growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Aug 2005
$200m
SERIES E
Aug 2004
$105m
SERIES D
Total funding: $372m
Company benefits
- Medical, Dental, & Vision Coverage
- Paid Time Off
- Tution Reimbursement
- Retirement Plan
- Maternity/Paternity Leave
- Health Savings Account
- Legal Plan
- Auto, Home, & Pert Insurance
- And More!
Company HQ
Holmdel, NJ
Leadership
Niklas Heuveldop
(CEO)Niklas has been part of Ericsson since 2005, joining as a VP of Sales American Business Unit Networks. Since then, he has held numerous roles and became the CEO of Vonage and Head of Business Global Communication Platforms in 2024.
Pam Hehn Schroeder
(CFO)Pam has been part of Ericsson since 2001, joining as a Finance Leader, REgions, Broadband & Media Accounts. Since then, she has held a number of roles and became CFO of Vonage in 2024.
Neelam Sandhu
(CMO)Neelam joined Vonage as CMO in 2025. Prior to this, she spent 15 years at BlackBerry as CMO and CCO.
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