Customer Success Analyst

Job Title: Customer Success Analyst
Education: Bachelor s degree in business or technical discipline

Experience: 4+ Years
Location: Mumbai

Description

• Time and utilization tracking for assigned accounts. These efforts include gathering data, adjusting the information as needed for accuracy to contract, and delivering reliable outputs upon predetermined deadline for internal/external reporting purposes
• Lead Datavails ID management/reconciliation/audit effort, working with the assigned CSM, to maintain Datavail technical access to customer environments at all times, and to initiate/terminate access for Datavail employees as appropriate and in a timely manner
• Carry out information transfer and coordination with CSMs for effective service delivery management. The information will include establishing clear timelines of the events of activities and relaying customer expectations to the operational staff
• Support audits as required, both Datavail and customer initiated
• Organize and lead company and customer activities to achieve new client on-boarding. To include the execution of detailed oriented tasks such as: filling out forms, monitoring for complete information, filling in word documents with internal details, and reviewing for implementation
• Maintain Datavail customer-related documentation, such as the Communication Escalation guides
• Identify all issues, milestones and status on assigned activities
• Participate in meetings regarding service delivery and work scheduling
• Monitor service performance, identify issues
• Implement processes, procedures and other mechanisms to assure service performance
• Conduct regular internal service performance reviews with CSM
• Review service scope and identify additional potential activities for delivery with CSM
• Ensure that effective communication and problem management occurs between all service support team members
• Ensure all internal stakeholders have clear visibility into the status of all projects and timely information needed to execute their plans
• Ensure all internal stakeholders are effectively collaborating to produce expected results
• Provide analysis of key metrics and recommend improvements
• Ensure internal systems are updated and maintained with account information/changes in collaboration with CSMs
• Ensure timely delivery of ongoing activities like Onboarding setup, MBR, QBR, ad hoc reports
• Collaboration and interaction with internal stakeholders
• Analysis- identify issues and differences while working on tasks, report as expected
• Proactive clear written and spoken communication is a must

Key Skills

• Communication skills - Good written and verbal communication skills, ability to proactively communicate for open issues/tasks
• Interpersonal skills - ability to build strong relationships with internal team members and to work across the organization to achieve results
• Professional communication skills - Ability to work effectively with mid and senior level contacts face to face, electronically and over the phone
• Integrity - Words and actions are always consistent, and behavior is always in accordance with the highest ethical standards
• Customer focus - Responsive, service oriented and attuned to customer needs
• Technical acumen - Ability to grasp technical concepts and establish credibility with technical contacts

Experience

• 4 years experience in Information Technology or related field
• 4 years experience in account management, customer service or service management, preferably with an IT managed service or outsourcing provider
• Experience in project management and business operation with exposure to business process and information flow. Six Sigma and ITIL experience a plus
• Experience with complex inter-related projects in matrix-managed environments
• Knowledge of IT industry practices and standards
• Proficient at Excel, PowerPoint, Word and MS Project

Qualifications

• Bachelor s degree in business or technical discipline
• PM experience preferred