Process Analyst

Role Description

• 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.

Company Description

Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US.