Role Description We are looking for a CRM / Retention Analyst to support our CRM and Retention teams with data-driven insights and identify growth opportunities for LTV and player retention through behavioral and communication performance analysis. - Analyze key retention metrics: FTD → repeat deposits, churn rate, retention cohorts, LTV, ARPU/ARPPU, deposit frequency. - Build and maintain analytical reports and dashboards for CRM campaigns, player segments, and promotions. - Evaluate the effectiveness of CRM communications (Email, SMS, Push, In-App, Onsite) including open rate, CTR, and deposit conversion. - Conduct cohort and behavioral analysis by GEO, acquisition source, player type, and deposit patterns. - Support player segmentation (RFM, deposit segments, churn segments, VIP logic). - Design and analyze A/B tests for CRM campaigns. - Identify insights and opportunities to improve retention, player lifecycle, and revenue. - Analyze player activity, sessions, games, and content performance to understand impact on retention. - Provide data-driven insights and recommendations to CRM, Product, and VIP teams. Qualifications - 2+ years of experience as a Data / Product / Business Analyst - Strong SQL skills - Experience with BI tools (Power BI, Tableau, Looker, Metabase, or similar) - Understanding of key product analytics metrics (LTV, ARPU, ARPPU, churn, cohorts) - Experience with retention and cohort analysis - Ability to work with large datasets - Ability to translate data into clear business insights - Experience with A/B testing or CRM analytics is a plus - Experience in iGaming / betting / gaming / fintech / subscription products is a plus Benefits - Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work! - Unlimited vacation days and paid sick leave—because your rest matters. - A competitive compensation that truly reflects your skills and expertise. - Employee referral bonus and gifts to celebrate your special occasions. - 50% financial support for learning expenses to supercharge your professional growth! - A positive atmosphere where you always feel respected and truly belong. - Inspirational team-building activities that turn colleagues into best friends. - Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships. - Co-working space reimbursement to save your nerves from always working from home :)

Role Description Are you passionate about building strong customer relationships and protecting revenue? Join our team as a Senior Renewals Specialist and play a key role in driving customer value and retention across a wide range of critical accounts. As a senior, revenue-owning contributor, you’ll partner closely with Sales and Customer Success to deliver a value-based renewal experience that not only protects recurring revenue but also fuels growth. You’ll be empowered to lead end-to-end contract renewals proactively — securing on-time renewals, identifying expansion opportunities, and reducing churn risk. Impact You’ll Make: - Own and execute high-touch renewals that directly influence Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) - Strengthen customer relationships by aligning solutions to business needs - Partner across teams to ensure seamless and successful renewal outcomes What You’ll Do - Manage Renewal Portfolios - Lead a defined set of accounts with deep understanding of business goals, stakeholders, and market context - Identify risk indicators early (like usage trends or pricing challenges) and proactively drive remediation efforts - Collaborate with Sales, Customer Success, Support, Finance, and Product to protect contract value and reduce churn - Expand account impact by engaging with champions, end users, and economic buyers - Communicate value clearly and act as a trusted advisor to help customers succeed - Drive Renewal and Growth Opportunities - Engage customers ahead of renewal deadlines following our Customer Engagement Lifecycle - Translate customer usage insights and future needs into renewal-driven growth—expansions, price adjustments, migrations, and more - Close renewals independently while protecting and expanding recurring revenue - Maintain a disciplined, audit-ready pipeline with reliable forecasting aligned to results - Work collaboratively across the territory to support broader expansion opportunities - Operational Excellence & Compliance - Adhere to company policies on contracts, cybersecurity, and customer data protection - Keep CRM renewal records and forecasts accurate and ready for audit - Partner with internal teams to resolve billing and AR issues that could impact customer experience - Deepen expertise in our products, industry trends, and competitive landscape - Personal Growth & Team Development - Embrace ongoing professional development through coaching, tools, and training - Partner with your manager to build and execute an Individual Business Plan focused on measurable growth - Demonstrate a growth mindset, tenacity, and commitment to excellence - Serve as a role model for accountability, resilience, and results Qualifications - Bachelor’s degree in Business, Marketing, Communications, or related field (or equivalent experience) - 3+ years in renewals, account management, customer success, or quota-carrying customer-facing roles in B2B SaaS or enterprise software - Proven track record owning renewals and delivering strong outcomes in GRR/NRR, on-time renewals, churn prevention, pricing optimization, and forecast accuracy - Strong understanding of subscription contracts, pricing models, and value-based customer negotiations - Comfortable leading multi-stakeholder conversations and cross-functional initiatives - Familiarity with business intelligence or analytics platforms - Excellent English communication skills Benefits - HEALTH INSURANCE: Medical, Dental, and Vision Insurance is provided at no cost for full-time employees upon date of hire. Low co-pay pharmacy benefit and affordable family coverage plan is available. Short and Long Term Disability is fully paid by Minitab. Employee Assistance Program (EAP) - Provides guidance for personal issues and information on other Work Life Matters. - LIFE INSURANCE: Group Term Life Insurance is provided at no cost for full-time employees at three times employee base salary. Minitab provides eligible employees the opportunity to purchase Voluntary Life Insurance for themselves and eligible dependents at affordable rates. - RETIREMENT PLANNING: A 401k Retirement Plan with T. Rowe Price is provided with eligible employee contribution immediately. Minitab will match dollar for dollar up to the first 6% of employee’s contribution. Employees are fully vested in the Minitab, LLC 401(k) Retirement Plan upon date of hire. - PAID TIME OFF: Paid holidays, as well as 4 weeks of annual paid time off are provided. The annual paid time off increases one week every five years. - HIGHER AND PROFESSIONAL DEVELOPMENT: The pursuit of ongoing development is important and valued at Minitab. In support of this value, Minitab offers tuition and related expenses assistance for both higher education and other professional development. - FLEXIBLE SPENDING ACCOUNT: Medical and Dependent Care Reimbursement Accounts - Pre-tax Deductions. Parking and Transit - Pre-Tax Deductions. - HYBRID WORK SCHEDULE: We offer a hybrid work model for eligible positions. - PREMIUM BENEFITS: At our State College, PA Headquarters, there is an onsite gym, indoor swimming pool, yoga studio, movie theater, outdoor sand volleyball court, game room, arcade room and even a golf simulator. Personal training and nutrition counseling is available upon request.

Role Description We are looking for a Student Retention Specialist to support students in their learning journey and help them stay committed to their educational goals. This role is responsible for driving student engagement, retention, and overall satisfaction by building meaningful relationships, identifying potential challenges, and providing proactive support. You will work closely with students to help them stay motivated, overcome obstacles, and successfully achieve their educational goals. - Engage with students through retention-focused calls and chats, addressing refund and cancellation requests with empathy and professionalism. - Identify the underlying reasons behind student dissatisfaction and provide personalized solutions to improve their experience and commitment. - Manage renewal and recurring payment conversations, proactively reaching out to students before their current term ends to support extensions and continued enrollment. - Consistently meet or exceed weekly retention (save rate) and renewal performance goals. - Maintain accurate and detailed records of all student interactions within CRM systems. - Participate in call reviews, coaching sessions, and continuous development initiatives to enhance performance and student outcomes. Qualifications - 1+ years of experience in Retention, Customer Success, Sales, or another customer-facing role. - Fluent English communication skills, both written and verbal, as you'll be supporting English-speaking students. - Strong empathy, active listening, and relationship-building skills, with a genuine desire to help others succeed. - Comfortable working in a target-driven environment and meeting performance goals. - Resilient, adaptable, and able to remain calm and solution-oriented during challenging conversations. - Experience using CRM platforms to manage customer interactions and maintain accurate records. Benefits - Clear performance expectations, fast feedback loops, and full ownership of your work and results. - Join a mission-driven company helping thousands of people transform their careers through education and technology. - A fast-paced environment built on accountability, ownership, and impact—without unnecessary bureaucracy. - Enjoy the flexibility of working remotely with a high level of autonomy, trust, and minimal micromanagement. - Collaborate with talented professionals from diverse backgrounds across tech, ed-tech, and other industries. - Work with platforms like Notion, Miro, Google Workspace, and other digital tools that enable seamless collaboration. - Your work will directly contribute to improving student retention, engagement, and long-term success. Compensation & Schedule - Compensation: Fixed monthly salary + performance-based bonus per month. - Schedule: Monday to Friday. - Working Hours: Approximately 3:00 PM – 12:00 AM CET (8:00 AM – 5:00 PM Colombia time). - Work Arrangement: Fully remote.

Role Description At Sun Coast Sciences, we're looking for a Customer Happiness Resource Specialist to help maintain the health, effectiveness, and efficiency of our Customer Happiness operations. This is not a traditional customer service position. Instead, this role serves as a real-time operational resource focused on: - Monitoring support channels - Maintaining workflow flow - Supporting AI quality - Identifying operational issues - Helping leadership maintain visibility into Customer Happiness performance Responsibilities - Monitor Customer Happiness Operations: - Monitor customer support queues, communication channels, agent activity, and workflow performance. - Identify issues, spot bottlenecks, escalate concerns when necessary, and maintain operational accountability. - Support AI & Automation Quality: - Monitor AI-assisted customer interactions and identify hallucinations, broken workflows, and inaccurate responses. - Ensure concerns are escalated through the appropriate channels. - Expand knowledge of AI systems, workflow automation, and customer experience technology. - Investigate Operational Issues: - Identify recurring issues and investigate root causes. - Uncover opportunities to improve workflows, communication, customer experience, and operational efficiency. - Use systems, operational data, cloud-based reporting tools, and AI-assisted analysis to identify patterns. - Help Keep Customer Happiness Running Smoothly: - Work closely with leadership, managers, and frontline teams to maintain visibility into queue health and workflow effectiveness. - Support faster response times, improved workflows, and a better customer experience through observations and recommendations. Qualifications - Enjoy solving problems and investigating issues - Naturally notice patterns and inconsistencies - Like understanding how systems, workflows, and technology interact - Highly organized and detail-oriented - Enjoy monitoring and improving operational processes - Comfortable working across multiple systems simultaneously - Curious about AI, automation, and emerging technologies - Prefer making decisions based on facts, observations, and evidence - Enjoy finding opportunities to make things work better Preferred Experience - Customer support operations - Workforce management or real-time monitoring - Quality assurance - Workflow analysis - AI-assisted support tools - Automation platforms - Contact center operations - Cloud-based reporting tools and operational dashboards - Experience with Gladly, AI tools, workflow automation, or customer experience technologies is a plus. Schedule Full-Time | 40 Hours Per Week