Sr Analyst, Customer Success

The Role: 

The Senior Analyst – Customer Success Operations plays a critical role in ensuring the efficiency and effectiveness of the Customer Success team by analyzing operational processes, generating actionable insights, and driving improvements. This position involves managing data, creating reports, refining workflows, and collaborating across teams to enhance the overall customer experience.  

Responsibilities: 

The key fundaments of Customer Success Management and Leadership are planning, organizing, staffing, leading, coordinating, reporting, and budgeting. These essential pillars are a part of a body of practices and theories to manage successfully. Other key fundaments and responsibilities are as follows: 

• Own the credit process to ensure the same are processed
• Needs to act as SME and working independently to collaborate with other teams
• Responsible to engage with IT to ensure timely resolution of the Sales and Billing issues
• 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 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

Qualification: 

This individual has a customer-centric and team-centric mindset. They demonstrate the ability to create a shared vision, inspire collaboration, and drive change with momentum. This individual has a strong background in customer service, customer strategy, process improvement, and performance management. This individual has a proven ability to manage many ongoing projects and navigate change with a leadership mindset. 

• Bachelor's degree in Computer Science, Engineering, or a related field
• 3+ years of professional IT experience 
• Excellent communication skills - both verbal and written 
• Should have fair knowledge on MS office suite 
• Knowledge of service delivery/Management & service support disciplines as defined under ITIL 
• Strong problem-solving, negotiation and time management skills 
• Understanding of Cloud, Backup, Storage & OS technology 
• Ability to work on own initiative with little direction, whilst remaining a team player 
• Ability to work in collaborate with key contacts in other departments.
• Excellent time management and organisation
• A consistently proactive self-starter who uses time efficiently and acts with a high degree of personal accountability and professionalism.
• High attention to detail; must be able to identify and correct errors and raise ideas for ensuring accuracy.
• Thrive working in a fast-paced, demanding, and high-growth environment
• Experience in a subscription-based /SaaS business with Salesforce.com or other CRM is a plus.
• Understanding of the sales process 
• 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 in this job description 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.