Customer Success Analyst

Our client is a recognised innovative high performance Digital CX-BPO service provider with a global footprint operating in South Africa, Australia, Europe and North America. Rated & voted as a top 100 employer they are looking for a dynamic customer success analyst who will roll up their sleeves and become part of a high performing creative team. As a key member of the CX team, the analyst will help craft our client’s customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. To succeed in this role, the candidate should have relevant digital cx experience and or IT business analysis, data and analytics skills and a track record of analysing and optimising campaigns. Responsibilities • Own the entire relationship with assigned clients, • Onboarding clients once won, implementation, training, adoption, retention, and satisfaction. • Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services. • Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team • Communicate effectively with both internal and external senior managers to better understand customer needs, maximise retention and growth, and share learnings • Maintain existing customer-success metrics and data as directed • Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals • Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables. • Collaborate, problem-solve, and/or strategise with team members on upcoming client meetings.