Customer Intelligence Representative

Role overview

Customer and organization research

• Research existing customer accounts to uncover information that supports understanding and growing customer relationships.
• Map stakeholders, decision-makers, influencers, ownership, reporting lines, and changes in senior leadership.
• Research customer spend, product usage, purchasing behavior, and potential whitespace opportunities.
• Monitor funding rounds, acquisitions, new offices, expansion, hiring, leadership changes, and other relevant customer developments.

Account intelligence and collaboration

• Build and maintain customer intelligence cards and account profiles that provide a useful snapshot of each account.
• Turn research into clear insights and recommendations, not simply data collection.
• Provide intelligence to Customer Success Managers before customer meetings, QBRs, renewals, and expansion conversations.
• Identify potential cross-sell, upsell, and expansion opportunities and surface them to the relevant Customer Success Manager.
• Help Customer Success Managers understand customer organizations beyond their existing contacts.
• Work with Customer Success, Sales, Marketing, and Data to improve customer understanding.

Qualifications and experience

• Around one year of experience in work involving research, data, customers, sales, business development, operations, or analysis.
• Experience using LinkedIn, CRM systems such as HubSpot, company websites, or online research tools.
• Comfortable working with Excel or Google Sheets and structured data.
• Strong written and verbal communication, with the ability to summarize findings clearly.
• Good attention to detail and ability to research multiple sources and assess reliability and relevance.
• Comfortable using AI and technology to research, organize, and analyze information.
• Interested in business, companies, people, and how organizations work; commercially curious and focused on customer value.

Desired working approach

• Curious, observant, proactive, and able to identify patterns, gaps, and opportunities in information.
• Able to turn substantial research into clear, compelling insights for colleagues.
• Comfortable working with CRM data, spreadsheets, and customer metrics.