Customer Success Operations Analyst

2 days ago

Baguio City, Cordillera, Philippines eFlexervices Full time
About eFlexervices

eFlexervices is a 22-year-old BPO company that has honed its craft in providing exceptional quality and building unshakable trust. We're not just a BPO company – we're your partners in success. Our approach is all about finding the perfect match between talent and the organizations we support. We're investing in people, optimizing performance, and maximizing efficiency. We're all about exceptional quality and unwavering trust.

Job Summary

The Customer Success Operations Analyst will play a crucial role in optimizing our customer success team's efficiency and effectiveness. This role involves analyzing data to provide actionable insights, developing processes to improve customer satisfaction, and supporting the overall strategy and operations of the customer success team that will help increase our product's value and revenue potential while also minimizing churn rates.

Key Responsibilities
  • Data Analysis & Reporting: Analyze customer data to identify trends, areas for improvement, and opportunities for proactive support. Develop, maintain, and automate reports and dashboards to track KPIs, such as customer satisfaction, retention, and engagement metrics.
  • Process Optimization: Partner with cross-functional teams to create and refine workflows, processes, and tools that enhance productivity and customer outcomes. Conduct regular audits to identify process bottlenecks and propose solutions.
  • Customer Segmentation: Work closely with the customer success team to define and refine customer segments based on usage, lifecycle stage, and behavior to deliver more tailored experiences.
  • Customer Health Scoring: Support the design, implementation, and management of customer health scores to assess and monitor account health, proactively identifying at-risk accounts.
  • System Management: Serve as the administrator for Customer Success tools (e.g., Gainsight, Salesforce, etc.), ensuring data quality, setting up new users, and troubleshooting issues.
  • Cross-functional Collaboration: Work closely with Product, Sales, and Marketing to communicate customer insights and advocate for improvements that impact customer satisfaction and retention.
  • Customer Insights: Regularly gather, analyze, and communicate feedback from customers to support product enhancements, improve customer experience, and inform strategic decision-making.
  • Documentation & Training: Develop and maintain documentation for customer success processes and help with conducting training sessions to ensure the team can fully leverage available tools and resources.
Requirements
  • Bachelor's degree or equivalent work experience
  • 1-2 years of customer success operations or similar role experience
  • 1-2 years of experience in reports building, data analysis, and data visualization
  • Excellent communication, interpersonal, and organizational skills
  • Proficiency in Excel, Salesforce, and Gainsight
  • Strong problem-solving skills and the ability to think on your feet
Benefits and Perks

eFlexervices is a workplace that values growth, learning, and personal connections. Here's what's in store for you:

  • Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
  • Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
  • Flexible Work Options: Work your way If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
  • Wellness Matters: Recharge and refresh Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
  • Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.

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