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.
Vacancy posted 3 days ago
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