Customer Success Analyst

The Customer Success Analyst is responsible for enhancing the team's performance, giving better visibility to our company, and improving the scalability of our department. The CS Analyst ensures that we cover every customer with a higher level of engagement and best-in-class services. The CS Analyst has a dedicated focus on our data to enhance the practices of our department, focused on driving operational excellence and efficiency of our CSM team. The CS Analyst provides information to our department for decision-making to improve the overall customer success functions with the goal of building brand advocacy. The Customer Success Analyst will be responsible for supporting the effective implementation, rollout, and ongoing management of the Gainsight platform. The integration of Gainsight is one of the first of many new initiatives surrounding the development of a holistic Customer Success organization. This role is an important piece of ABS Wavesight's customer-centric strategy, as driving the effectiveness of the platform will lead to critical insights into the health of our customer base and contribute significantly to ABS Wavesight's customer-centric focus.
**What You Will Do**:
- Provide information and assistance to implement and improve customer success strategies.
- Create and improve customer success processes and procedures, to include creating repeatable processes for our team members to improve efficiency.
- Implement and manage a continuous improvement process for our customer success processes and procedures.
- Understanding our customers and keeping up with customer's needs to communicate to our multiple departments.
- Analyze customer types and needs to pair with the right Customer Success Manager to further build on the customer relationships and to confirm workload efficiency.
- Provide input to our customer segmentations, journey mapping, user personas, and best fit customer profile based on data collection and analysis.
- Predict hiring needs through data analytics.
- Measure and report on the CSM Departments performance metrics.
- Define and Measure department KPIs with the Head of Customer Success.
- Aggregate data from multiple sources to create actionable information for the organization.
- Manage and monitor the CSM Departments Customer Surveys.
- Monitor customer feedback metrics like NPS, CSAT and CET for actions to improve the feedback.
- Incorporate Risk Management practices and procedures to report on and create actions for system breakdowns, at-risk customers, Customer success team member burnout with steps to mitigate the risk.
- Deliver reports to help the team gain clear visibility of the Customer Success functions and customer data.
- Review and recommend any tools to aid the department in achieving their objectives and goals.
- Through data analysis, make suggestions and improvements to our overall customer engagement model.
- Perform with a high level of autonomy, reporting to other internal DS teams regularly on customer and business data.
- Stay current on product features, product best practices, and product roadmap.
- Stay current on the assigned customers market, industry knowledge, competitive market, and the DS brand knowledge.
- May perform Customer Success Manager activities on occasions and attend customer meetings.
- In partnership with internal technical teams, configure and deploy Gainsight to internal customers (including system configuration, assistance with external integrations, reports, dashboards, workflows and necessary trainings).
- Partner with cross-functional teams to ensure alignment on the most significant contributors to overall customer health, and configure and maintain a customer health scorecard that reflects customer data.
- Develop a keen understanding of the organization's sources of risk, as well as positive trends, and effectively report on both.
- Collaborate on the design of Gainsight-driven business rules that analyze customer data and trigger actions for the Customer Success team to proactively engage with customers.
- Make recommendations to improve efficiencies through development and adoption of best practices and standardized procedures.
- Monitor System performance, data integrity and user activity to make recommendations on continuous improvements.
- Educate and train sales, marketing and senior leadership professionals on Gainsight functionalities and dashboards.
- Conduct new Customer Success Management department onboarding.
- Capture and research customer escalated complex issues and monitors resolution to closure.
**What You Will Need**:
Education and Experience
- Bachelor's degree or appropriate experience required.
- Typically requires a minimum of five (5) years of project management or business analyst experience.
Knowledge, Skills and Abilities
- Incumbent has developed proficiency through work experience or through job-related training. Works with a limited degree of supervision. May act as a resourc