Principal Data Scientist, Customer Outcomes

Smartsheet is looking for an experienced Principal Data Scientist to drive customer engagement, expansions, and retention. With thousands of subscribing organizations and millions of users there are many opportunities to make a meaningful impact and increase growth through analytics within Smartsheet. You are curious, have expert data analysis skills and the ability to communicate key insights effectively. You will work primarily with the Customer Outcomes group and will be a part of Smartsheet's Business Intelligence team.

This full-time position reports to the Sr. Director of Data Science & BI and can be based in our Bellevue, WA, HQ or you may work remotely from anywhere in the US where Smartsheet is a registered employer.

You Will:

• Understand our customer needs, lead and design metrics to analyze how our customers are using product and influence Smartsheet’s go-to-market strategy
• Partner with Customer Outcomes Journey and Customer Success teams, understand their goals, and execute on opportunities to draw relevant insights and drive tangible impact
• Develop solution and engagement analytics to identify improvement opportunities and showcase value realization to customers.
• Leverage Applied AI and machine learning techniques to identify growth opportunities, predict churn, understand the overall customer health and drive actionable recommendations
• Complete the full analytics lifecycle from understanding the business objective and understanding the data to developing automated reporting and visualizations to Influence and execute company level strategic decisions
• Effectively present work to partner with senior stakeholders and provide data-based recommendations to enable data-driven decisions
• Advise and lead strategy for unique, undefined, work; coordinating activity of project participants
• Research and incorporate machine learning models, NLP techniques, and AI-driven analytics to enhance customer intelligence and predictive insights
• Lead team efforts to research and incorporate new tools and technologies
• Mentor, support and develop other BI team members
• Support other duties as needed

You Have:

• Advanced degree in quantitative field and 10+ years of experience (or 12+ years of experience without the degree)
• Exceptional analytical skills for problem solving; descriptive analysis, diagnostic analysis, predictive analysis and prescriptive analysis
• Expert in SQL and in using data programming languages and visualization tools (ex. R/Python, Tableau)
• Extensive knowledge and practical experience in several of the following areas: Applied AI, machine learning, statistics, propensity modeling, churn prediction, recommender systems, and unstructured text (NLP) analytics
• B2B experience, strong business acumen, and understanding of customer problems and solutions
• Experience operationalizing data to meaningfully impact Sales, Customer Support, and/or Customer Success strategy and execution
• Strong track record of forming effective cross-functional partnerships
• Expert in communicating results, insights and recommendations, leveraging strong narratives and compelling storytelling with data to senior leaders
• Ability to research and learn new technologies, tools, and methodologies
• Ability to thrive in a dynamic environment, find opportunities and execute in both independent and collaborative environments
• Ability to coach and mentor junior data scientists
• Experience advising and leading analytical solutions to increase and optimize business outcomes