Customer Success Analyst

Job Description

Responsibilities

• Create and coordinate key reporting for CS leadership team, partnering with Finance, IT and additional Ops analysts to provide reporting on Customer Success programs (Road to 120, Services Adoption, etc.) along with Key Performance Indicators and Business Results (i.e., forecasts, renewals, expand, churn)
• Partner with the CS Leadership team in the annual planning process
• Use data to identify strategic target accounts for key expansion and retention programs, or risk identification.
• Work with Finance team to monitor revenue forecasts for Services and Evaluate financial performance and billable utilization to provide recommendations on optimizing Service programs
• Iterate on our core Service Metrics, maintain reporting and dashboards to monitor performance, collaborating with Services leadership team to manage the business.
• Manage and maintain infrastructure for incoming tickets and requests
• Empower the customer success organization by developing key dashboards to manage the business
• Communicate key metrics through Monthly/Quarterly presentations for the executive team
• Day-to-day Quality Assurance (QA) of standard reports ensuring adherence to policies, Service Level Agreements (SLA s)
• Data entry and management of record creation for key CS programs
• Ensure account teams are correctly aligned/assigned in core systems

Ideally, You will have:

• 2-5 years of relevant experience in operations, analytics or data science
• Proven analytical and quantitative skills
• Ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses
• Takes high degree of ownership and drives progress on multiple projects while meeting deadlines
• Clear communicator with professional presence
• Experience working with large volumes of data and providing insights
• Ability to break down data into concrete, manageable concepts with actionable next steps
• Natural problem-solver who seeks out creative solutions using process + technology
• Extremely detail oriented with a focus on data quality and hygiene
• Tech savvy, ability to learn new tools and systems quickly
• Previous experience with Customer Success preferred
• Familiarity with Salesforce, Tableau, Snowflake or similar technology
• Bachelor s degree required

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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