Customer Success Analyst Job Description Template
Our company is looking for a Customer Success Analyst to join our team.
Responsibilities:
- Obtains feedback on an ongoing basis while developing solutions for clients to ensure that we meet, and exceed, their needs and expectations;
- Helps to resolve issues while providing clear communication to the client;
- Reaches out to clients with issues and researches the situation in order to communicate the details to all levels of management;
- Ability to interact with all levels of management, coworkers, clients, trading partners and warehouse personnel to resolve EDI issues;
- Works with clients to maintain a happy and healthy business relationship;
- Capture and own customer issues throughout the Service organization to ensure customer success and loyalty;
- Triage customer calls and provide basic technical support and advisement;
- Be an expert and trusted advisor of our Service Portfolio in order to qualify and manage Service leads;
- Provide customer feedback to Global Service Portfolio Manager and Service Leadership to drive ongoing service product improvement;
- Meet or exceed goals including call and email response rate, service completion rate;
- Generate and follow up on quotes. Support Service revenue generation activities;
- Adapt to evolving customer care responsibilities. Fulfill additional duties as required.
Requirements:
- Ability to prioritize and facilitate processes;
- Ability to function effectively in a multi-tasking environment;
- Excellent written and verbal communication skills;
- Ability to cooperate and contribute as a team player;
- Excellent problem solving skills;
- Decision making;
- Strong interpersonal skills;
- Motivated, self-starter;
- Customer and people relationship skills;
- Understanding of testing processes and methodologies;
- 4+ years in customer support and/or 2+ years research experience;
- Experience initiating and rolling out new processes, and improving existing processes;
- Past experience with Salesforce.com, or a comparable CRM platform. Oracle Order Management experience, or similar ERP platform, preferred;
- Must love data. Reports, metrics, and processes excite you;
- BS degree, or greater, in the Life Sciences, or equivalent.