Process Analyst
Rootshell Enterprise Technologies
Hello All,
Greetings from Rootshell Inc.
Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US. We are actively seeking Process Analyst for one of our client, Please share your resume with current location & full contact info
Role:Process Analyst
Location:Remote
Key Responsibilities
Customer Success Operations
- Support customer renewal, retention, and expansion initiatives across accounts.
- Track and manage renewal pipelines, churn risks, and customer lifecycle activities.
- Assist CSM teams in identifying upsell and cross-sell opportunities.
- Help standardize customer engagement and retention processes.
- Gather and document business requirements related to:
- Renewals
- Contract terminations
- Retention workflows
- Expansion opportunities
- Customer success processes
- Translate business needs into actionable workflows and system improvements.
- Create process documentation, BRDs, user stories, and operational requirements.
- Develop and optimize customer success playbooks and operational procedures.
- Improve customer onboarding, renewal, and escalation workflows.
- Identify process gaps and recommend scalable solutions.
- Support automation initiatives within CS operations.
- Collaborate with Customer Success, Sales, Product, Finance, and Operations teams.
- Coordinate cross-functional initiatives and track project deliverables.
- Prepare reports, dashboards, and status updates for leadership.
- Monitor customer health metrics, retention KPIs, and renewal trends.
- Analyze churn drivers and customer engagement data.
- Support reporting through Salesforce, Gainsight, or other CS tools.
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Vacancy posted 5 days ago
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