Analyst, Customer Success

The Analyst, Customer Success supports the operational effectiveness of the Customer Success team and reports directly to the Senior Manager, Customer Success. This role is responsible for maintaining data accuracy, improving internal processes, and ensuring the integrity of key systems that support order processing, renewals, cancellations, and customer support operations. By identifying inefficiencies and implementing streamlined solutions, the Analyst helps the team deliver a better experience and greater value to customers. The ideal candidate is highly analytical, detail-oriented, and thrives in a fast-paced, process-driven environment. 

Responsibilities: 

• Drive operational excellence within the Customer Success team by streamlining processes, ensuring data accuracy, and enabling better decision-making across order management, onboarding, CRM hygiene, and cross-functional collaboration to enhance the overall customer experience. Process sales orders, amendments, renewals, and cancellations accurately and efficiently. 
• Analyse and process customer cancellations data to ensure accuracy and timeliness. 
• Work closely with sales team to develop knowledge of and relationships with 11:11 Systems customers to improve the overall experience when there are issues across departments, i.e., credit requests, billing disputes, service activation disputes, etc. 
• Work with cross-functional departments, including Accounts Receivable, Service Delivery, Sales, and Operations, to improve the overall customer experience. 
• Work closely with sales team members to resolve customer disputes, including issues with service, credits, cancellations, and disconnections.  
• Coordinate investigations and gather data for customer escalations. 
• Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values 
• Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies
• Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements 
• Additional duties as assigned 

Qualifications: 

• Bachelor’s degree in Computer Science, Engineering, or a related field with a minimum of 3 years of professional IT experience is required. Equivalent years of related work experience will be considered in lieu of formal education.
• Proficiency in Microsoft Office is required
• Experience with Salesforce or other CRM platforms is preferred
• Solid understanding of ITIL principles, cloud infrastructure, backup, storage, and operating system technologies is preferred

• ITIL certification is preferred
• Salesforce Administrator certification is preferred
• Strong communication, problem-solving, and time management skills
• Customer-centric and team-oriented mindset
• Ability to create a shared vision, inspire collaboration, and drive organizational change
• Comfortable managing multiple projects and navigating change with a leadership mindset
• Must be legally eligible to work without visa sponsorship

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.