Summary:
We are seeking a proactive and empathetic Customer Success Analyst to join our team. As a Customer Success Analyst, you will play a vital role in ensuring our customers achieve their desired outcomes while using CuraeSoft’s software solutions. Your goal will be to build long-lasting relationships with our customers, understand their needs, and help them maximize the value of our products.
Responsibilities:
- Customer Onboarding: Guide new customers through the onboarding process, ensuring they are set up for success and can effectively use our software from day one.
- Relationship Building: Develop and maintain strong, long-term relationships with customers, acting as their primary point of contact for any questions or concerns.
- Customer Training: Conduct training sessions and webinars to educate customers on product features, best practices, and new updates.
- Account Management: Monitor customer usage and health metrics to proactively identify and address any potential issues or areas for improvement.
- Customer Advocacy: Act as the voice of the customer within CuraeSoft, providing feedback to the product and development teams to drive continuous improvement.
- Issue Resolution: Work collaboratively with technical support and product teams to resolve customer issues and ensure customer satisfaction.
- Renewals and Upsells: Identify opportunities for account growth and renewal, and collaborate with the sales team to execute upsell strategies.
- Customer Feedback: Gather and analyze customer feedback to identify trends and areas for product or service enhancement.
- Reporting: Maintain accurate records of customer interactions, including issues resolved and feedback provided, using our inhouse system.
Qualifications:
- Bachelor’s degree in Business, Communications, or a related field preferred.
- Experience in customer success, account management, or a related role, is a plus (preferably within a SaaS or technology environment)
- Excellent interpersonal and communication skills, both verbal and written.
- Strong problem-solving skills with a proactive approach to addressing customer needs.
- Ability to work independently and as part of a team in a fast-paced environment.
- Proficiency with presentation software, creative software (eg. Canva), and Microsoft Office Suite.
- A customer-centric mindset with a passion for helping others and ensuring customer satisfaction.
