Process Analyst

Rootshell Inc

Process Analyst

Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US. We are actively seeking a Process Analyst for one of our clients.

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.

Business Analysis & Requirements Gathering

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.

Process Improvement & Playbooks

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.

Stakeholder Coordination

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.

Reporting & Analytics

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.

With regards,

Naveen | Sr. Talent Acquisition

Rootshell Enterprise Technologies Inc.

View email address on click.appcast.io

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Vacancy posted 12 hours ago

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