Customer Success Analyst

Customer Success Remote, United States


Description

Help drive the efficiency of the Customer Success organization by supporting the optimization of programs, processes, cross functional alignment and engagement models to scale the business for continued growth. Successful candidates for the role will possess both a strategic business outlook and the keen analytical skills to be able to look at the data and requirements of various strategic initiatives, while understanding the bigger picture and business objectives.

What You’ll Do (but is not limited to)

  • Lead the monitoring and analysis of results vs. plan, key gaps, and recommendations to rectify in partnership with other leaders on the team
  • Work with the leadership team to develop the customer journey for each customer segment and align the appropriate programs to each segment
  • Develop and manage customer satisfaction strategy and health measurement including active users, license utilization, retention, expansion and Net Promoter Score
  • Be creative in finding ways to ease CSMs workload by implementing triggers and playbooks that relate to customer behavior
  • Be relentless in looking for ways to automate data collection and customer reporting
  • Administer customer success tools (Totango, Wootric, Skilljar, Helpdesk Articles, etc.)
  • Work with the data scientists and sales operations team to develop the appropriate reports to operationalize the success program’s KPI’s
  • Work cross-functionally on customer communications and measurement of their effectiveness
  • Coordinate with Customer Marketing to develop and execute scalable programs and campaigns to drive adoption, renewals, expansion, and identify and neutralize customer risk
  • Consultative approach, including ability to analyze and translate needs into requirements and process flows
  • Work effectively in a highly matrixed environment, across multiple stakeholders, to lead and manage program launches on behalf of the organization
  • Ability to build trusting relationships, credibility, and strong communications skills to influence stakeholder, connect partners to improve project decision-making, which drives business value

Your Qualifications 

  • Bachelor’s degree required
  • Minimum of 2 years experience in customer success organization
  • Advanced knowledge of Excel required with experience in other data analysis and BI tools
  • Experience using and administering Customer Success Software
  • Excellent communication skills (written and oral) as well as proven relationship-management skills; ability to present complex ideas in a clear, concise fashion to all levels, including senior executive levels

Our Benefits

  • Competitive salaries & Stock Options
  • Comprehensive benefits for you and your family (low premiums and deductibles!)
  • Medical, Dental, Vision, Life, Disability, Employee Assistance Program, FSA, HAS, and Commuter/Parking benefits
  • Fully paid premiums for life insurance (up to 2x your salary) / AD&D and the option to enroll in Voluntary Life Insurance
  • Pet Plan-- Enroll in discounted Pet Insurance & Perkspot – Discount program available for entertainment, services, shopping & travel
  • Global Travel – Medical benefits to cover any employees traveling out of the United States on a work-related trip
  • Flexible hours and responsible time off
  • Emotion & Physical Wellness – Free access to emotional and physical wellness apps including Spring Health, Headspace, Aaptiv, Ginger, and Physera
  • Gym, cell phone, and commute reimbursement
  • Healthy lunches, breakfast, and bottomless snacks and beverages
  • 401(k) Retirement Plan (Traditional and Roth)
  • Board Games --you name it, we got it! Take a break and get to know other Egnyters!
  • SoFi online financial services: Pay off debt sooner, invest in your future, or refinance your mortgage – all in one app
  • FREE Egnyte lifetime membership

 

Equal Opportunity Employment

Egnyte is an equal opportunity employer and values diversity at our company. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

About Egnyte

In a content critical age, Egnyte fuels business growth by enabling content-rich business processes, while also providing organizations with visibility and control over their content assets. Egnyte’s cloud-native content services platform leverages the industry’s leading content intelligence engine to deliver a simple, secure, and vendor-neutral foundation for managing enterprise content across business applications and storage repositories. More than 16,000 customers trust Egnyte to enhance employee productivity, automate data management, and reduce file-sharing cost and complexity. Investors include Google Ventures, Kleiner Perkins, Caufield & Byers, and Goldman Sachs. For more information, visit www.egnyte.com

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