CUSTOMER SUCCESS ANALYST

The Customer Success Analyst is a fully remote position responsible for delivering business-to-business application support to Lifeworks’ customers using the Dayforce Human Capital Management (HCM) solution. This role works directly with customers and collaborates with internal teams to champion customer priorities, drive issues to resolution, and ensure high-quality client experience. This role operates as a frontline investigator, combining technical and functional problem-solving with analytical thinking to fully understand and resolve client issues. The Customer Success Analyst is responsible not only for resolving incidents, but for identifying root causes, improving client understanding, and contributing to long-term system success and adoption. The Ideal Candidate The ideal candidate is a customer‑focused professional with a strong analytical mindset and technical aptitude who thrives in a highly collaborative and fast‑paced environment. This individual approaches issues with curiosity and ownership, working to fully understand problems before resolving them, and communicates clearly and confidently with clients. Other personal skills we are looking for include: Experience working remotely Strong analytical and problem‑solving skills with a focus on root cause analysis Customer‑focused with a commitment to reducing client effort and increasing clarity Self‑motivated with the ability to work independently and take ownership of outcomes Excellent written and verbal communication skills, with the ability to translate technical concepts for non‑technical audiences Ability to manage competing priorities while maintaining attention to detail Strong organizational skills with the ability to manage multiple tasks simultaneously Exceptional interpersonal skills with demonstrated ability to work with both technical and functional audiences Ability to manage conflict professionally and guide clients through complex or sensitive issues Responsibilities Apply technical knowledge, skills, and expertise to investigate and resolve client issues Serve as the first point of contact for client support, managing requests through Zendesk or similar ticketing systems Perform detailed investigation of issues, including reviewing employee records, system activity, and historical changes to determine root cause Provide timely, accurate, and well‑communicated resolutions aligned with service expectations Distinguish between data issues, configuration gaps, and system defects, escalating with full context when appropriate Deliver clear and professional communication to clients via email, Zoom, and phone, including setting expectations and explaining outcomes Use logic and reasoning to evaluate alternative solutions and determine the most effective path forward Support client enablement by reinforcing best practices, improving client understanding, and helping prevent recurring issues Accurately record time, effort, and activity details in alignment with internal processes Develop strong product expertise through training, hands‑on experience, and continuous learning Seek, receive, and apply feedback to continuously improve performance Identify recurring issues or trends and communicate them to leadership for continuous improvement opportunities Education A Bachelor’s Degree in Computer Science, Engineering, Applied Math, or Business is preferred. An Associate degree with applicable experience may be considered. Required Experience Proficiency with Microsoft Office Suite, specifically Excel Strong understanding of HCMS/HRIS systems Proven customer support experience in a business‑to‑business environment Experience with CRM or ticketing systems (e.g., Zendesk or similar) Demonstrated ability to troubleshoot complex issues and manage resolution through completion Preferred Experience Experience utilizing the Dayforce platform or similar system capabilities (Payroll, Benefits, Time, and Data Integration) Understanding of how HRIS platforms interact with third‑party systems and integrations Knowledge of HR and Payroll processes Configuration experience in Personnel Administration, Organizational Management, and Payroll Experience with HR/Payroll reporting tools and data analysis Remote Work Requirements Position is approximately 95% remote, with some in‑person time required for meetings and training Candidates must be available to work 8:00 am – 4:30 pm (EST), with some flexibility available Candidates must maintain a professional remote work environment that supports confidentiality and productivity Reliable internet and phone access are required #J-18808-Ljbffr