Data Services Reports & Insights Analyst

Role overview A Data Reports & Insights Analyst position on the Customer Success team that bridges data services and business intelligence for a hospitality software platform. The role turns raw operational and financial data into decisions hoteliers can act on by building, analyzing, and optimizing reports across the PMS reporting suite, troubleshooting discrepancies, and coaching customers on key performance metrics.

Responsibilities - Create, refine, and troubleshoot reports across the PMS reporting suite to ensure customers have accurate, actionable data. - Proactively investigate and resolve reporting discrepancies before they escalate into customer frustration. - Guide hoteliers through core performance indicators such as ADR, RevPAR, occupancy, and channel performance, helping them read and act on their numbers with confidence. - Translate operational and financial data into clear insights that shape how hospitality businesses understand performance and grow revenue. - Answer reporting-related questions via calls and emails, acting as a trusted resource for customers navigating their data. - Partner with Product, Onboarding, Support, and Customer Success to continuously improve how customers access and interpret reporting data.

Requirements - Direct experience working with hotel Property Management Systems, channel managers, and similar systems. - Proven track record in onboarding, implementation, or Tier 2/3 technical support with the ability to teach and guide users. - Power-user skills in Excel and Google Sheets, including VLOOKUPs, Pivot Tables, advanced formulas, and data cleaning. - Strong understanding of basic data management principles, data mapping, parsing, and root-cause error analysis. - Meticulous attention to detail when handling sensitive historical, financial, and guest records. - Tech-savvy with cloud-based workflows and a reliable, high-speed internet connection for video coaching.

Nice to have - Professional verbal and written proficiency in Spanish or Portuguese. - BI and analytics familiarity.

Benefits and work setup - Remote-first, remote-always work model. - PTO in accordance with local labor requirements. - Fully paid parental leave. - Home office stipend based on country of residency. - Professional development through internal learning programs, including manager training and upskilling.