Customer Success Analyst

Job Description

• Assist CSMs in analyzing customer data by pulling data with SQL and analyzing it using Excel or other data analysis tools • Develop the ability to transform data into meaningful insights and compelling stories that drive action and highlight opportunities for improvement • Create visually appealing slide decks using Google Slides to effectively communicate data-driven insights to customers and internal stakeholders • Configure self-service options in Cresta's Opera platform, including building keyword and utterance-based rules to optimize customer contact center operations • Support CSMs in running frontline meetings with customers, including agenda preparation, capturing meeting minutes, and following up on action items • Conduct end user training sessions to guide customers in effectively utilizing Cresta's software solutions • Collaborate with CSMs to ensure a seamless customer experience, addressing any questions or concerns promptly and professionally • Contribute to ongoing customer success initiatives, including customer health monitoring, product feedback, and customer satisfaction surveys • Stay up to date with industry trends and best practices in customer success, AI technology, and contact center operations

Qualifications

• Bachelor's degree in Business Administration, Computer Science, or a related field • Some experience in a customer-facing role or relevant internship, demonstrating strong analytical and problem-solving skills • Proficiency in data analysis using SQL and Excel, with the ability to extract insights from complex datasets • Strong storytelling skills to effectively communicate data-driven insights and recommendations to both technical and non-technical stakeholders • Experience creating slide decks using Google Slides or similar presentation tools • Ability to configure self-service options in Cresta's Opera platform, building keyword and utterance-based rules to optimize contact center operations • Excellent verbal and written communication skills • Ability to run meetings and training sessions with customers, demonstrating confidence and professionalism • Passion for learning and a strong interest in AI technology, customer success, and contact center operations • Self-motivated, proactive, and able to work independently in a remote environment

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service