Customer Engagement Analyst

Job description

### **About unitQ** At unitQ, we leverage AI and advanced analytics to enable businesses to proactively monitor and improve product quality based on real-time user feedback from both public and private channels. Backed by leading investors such as Zendesk, Accel, and Google, and following our recent Series B-1, unitQ serves world-class clients, including Pinterest, PayPal, and Dropbox. Our mission is to help companies of all sizes deliver exceptional product experiences, optimize operational efficiency, and drive sustainable growth through continuous product quality improvement. ### **About the Opportunity** We're looking for a Customer Engagement Analyst to join our Customer Engagement team and become the technical and analytical backbone behind some of unitQ's largest enterprise accounts. This is the on-ramp into our Customer Engagement Manager (CEM) track — an early-career role designed for someone who wants to build a career in enterprise customer success and is willing to start by becoming exceptional at the craft: configuring the unitQ platform, running the analyses, building the artifacts, and learning how enterprise companies actually use customer signal at scale. You will work alongside our most senior Customer Engagement Managers, supporting accounts that operate at executive altitude. The work is technical, analytical, and consequential. You should be goal-oriented, highly organized, and a self-starter who works well independently or in a team environment. You will work closely with Customer Engagement Managers, our engineering team, and customer-side stakeholders ranging from analysts to senior leadership. ### **Role Responsibilities** - Own the platform layer of enterprise accounts — including AI tag configuration, taxonomy structures, filters, dashboards, source enrichment, and the replays and re-categorizations that keep the platform reflecting the most current customer reality. - Run the analyses that drive decisions — cohort and subtopic work, anomaly investigations, and trend reports that anchor QBRs, executive briefings, and renewal narratives. - Build the artifacts that go in front of customers, including the technical and data layer of meeting decks for QBRs, executive steerings, and POC checkpoints. - Show up in customer-facing moments as the technical voice on the unitQ side — joining working sessions, training end-users, and handling first-line technical questions before they need to escalate. - Partner cross-functionally with engineering and product to surface ingestion issues, sentiment shifts, and feature requests sourced from your accounts, translating customer needs into action engineering can take. - Contribute to the broader Customer Engagement team through account playbooks, AI-assisted workflow templates, and internal knowledge sharing. ### **About You** - 1–4 years of experience in a technical, analytical, or customer-facing role — customer success, technical support, implementation, customer operations, or data & analytics backgrounds all welcome. - Strong written communication. You can take a complex analysis and turn it into a single paragraph an executive will actually read. - Comfort with structured data. Spreadsheets, basic SQL or query languages, and the ability to learn new analytical tools quickly. - Curiosity about how customer feedback works at scale — why categorization matters, how sentiment is measured, how text analytics produces business signal. - Bias toward producing artifacts. You finish things — decks, analyses, configurations — rather than just having opinions about them. - Service mindset. The work supports senior CEMs and customer-side teams; the role thrives on making the team more effective. - Self-driven with the ability to independently manage tasks and projects. - Demonstrated enthusiasm for understanding and applying AI, model-based, and manual solutions to client problems. ### **Nice to have** - Prior experience with feedback platforms (Qualtrics, Medallia, Zendesk), survey design, or text analytics. - Prior experience or knowledge of AI tools, MCP, LLM-based workflows, or machine learning. - Prior experience working at a technology company or start-up environment. - Exposure to enterprise SaaS or B2B environments where customer relationships are measured in years, not weeks. ### **Benefits** - Flexible/unlimited vacation - Comprehensive medical, dental, and vision - 401(k) plan - Life insurance and FSA plans - Stock options - Equinox gym membership or wellness stipend