Customer Success Operations Specialist

Job Title: Customer Success Analyst

Reports to: Business Operations Manager

Descope is a leading CIAM platform dedicated to ensuring that businesses and their customers connect securely and seamlessly. As a Customer Success Analyst, you will play a pivotal role in enhancing our customer relationships by driving successful implementations and ensuring that each customer achieves their desired outcomes with our solutions.

Job Overview:

A Customer Success Analyst is responsible for ensuring that customers are satisfied with Descope's products or services. You will be successful by analyzing our customer data, identifying trends, and providing insights to improve the customer experience.

This is a critical role within the Customer Success team that focuses on ensuring customers achieve their desired outcomes while using a product or service. This role involves analyzing customer data, monitoring customer health, interacting with customers, and providing insights that help drive customer retention and growth.

Responsibilities:

• Data Analysis: Analyze customer usage data to identify trends and insights, helping to predict behavior and enhance customer satisfaction.
• Customer Health Monitoring: Track customer engagement metrics and health scores to proactively manage and address account health.
• Insight Reporting: Compile data into reports for the Customer Success and management teams to inform strategic decisions.
• Cross-Functional Collaboration: Work across departments such as Sales, Marketing, and Product Development to share insights and align strategies.
• Customer Engagement: Directly interact with customers to gather feedback, perform business reviews, and refine the customer experience.
• Churn Analysis: Investigate and analyze reasons for customer churn, developing strategies to prevent future losses.

Required Skills:

• Analytical Skills: Ability to interpret data and generate meaningful insights.
• Communication: Excellent written and verbal communication skills for effective customer and internal communication.
• Problem-Solving: Identify and resolve issues impacting customer satisfaction.
• Technical Proficiency: Knowledge of CRM systems and basic data analysis tools.
• Empathy: Understand and address customer needs with a customer-centric approach.
• Project Management: Manage and prioritize multiple projects with strong organizational skills.

Qualifications:

• Bachelor's degree or relevant experience, with some technical experience.
• 1-2 years of experience in customer success or related roles preferred.
• Experience with data analysis tools (e.g., Excel, basic SQL) is advantageous.
• Hubspot experience is nice to have.