Customer Success Operations Analyst  

Who we are:

eFlexervices is a BPO company with a legacy spanning 22 years, we've honed our craft in providing exceptional quality and building unshakable trust. At eFlex, 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 not just investing in our work; we're investing in people, optimizing performance, and maximizing efficiency. We are all about exceptional quality and unwavering trust.

What we are looking for:

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.

Ultimately, you will work directly with our Customer Success Managers and Customer Success Leadership Team to help solve problems and ensure their satisfaction. You will also work closely with other employees to ensure questions and concerns are addressed promptly.

What you’ll be doing:

• 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.

Qualifications and 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