Project Analyst, Customer Success

About the Role

Key Responsibilities

• Develop and guide new customers through the onboarding process, ensuring they are equipped to effectively utilize our platforms, systems and processes.
• Respond, delegate and close customer cases as created by customer queries, forms, notifications automation, and new product cases as applicable.
• Create, deploy and analyze customer feedback surveys.
• Work directly with various departments within organization to deploy process improvement projects, gather necessary information for understanding current state customer experience and team member feedback.
• Oversee a range of tracking and reporting, manage initiatives and data cleansing, and drive strategic process enhancements all focused on improving lead follow-up to ensure quick response times and proper handling of all conversations.
• Coordinate with vendor liaisons and developers to test integrations and effectiveness, lead development, customer master data management/cleansing, and to select new content focus areas for online presence/expansion.
• Use project management and development skills to work with vendors and internal teams on new internal and external system development, implementations and integrations.
• Develop and execute customer persona profiles aligned with overall business objectives and future customer base.
• Identify and address customer concerns or issues, providing timely and effective solutions.
• Track and analyze customer data through report creation to identify trends and areas of improvement.
• Provide and maintain day-to-day support of all relevant business applications and user sign-up including, but not limited to: uploading new and relevant news, safety bulletins and procedures, responding to access requests and removals, troubleshooting issues and/or creating IT tickets on issues.
• Performs other duties as assigned that support the overall objectives of the position, the team, and the company.

Requirements

• Bachelor's Degree in communication, marketing, business or Project Management Certification is preferred. Applicable education and experience will be considered.
• Strong verbal and written communication skills.
• Experience in customer facing role.
• Problem-solving skills.
• Data analysis, evaluation and trend reporting abilities.
• Ability to create PowerBI reports.
• Knowledge of project management processes.
• Development and coding skills preferred.
• Experience with Microsoft Suite, Vizio, Photoshop are preferred.
• Customer-centric mindset.
• Organization skills and detail-oriented approach.
• Ability to adjust to an ever-changing environment.

Nice to Have

• Development and coding skills.
• Experience with Microsoft Suite, Vizio, Photoshop.

Qualifications

• Bachelor's Degree in communication, marketing, business or Project Management Certification (preferred).

Benefits & Perks

• Competitive salaries.
• Health insurance (medical, dental, vision, Rx).
• Life insurance.
• Accidental death & dismemberment (AD&D).
• Short-term and long-term disability.
• Extended leave options.
• Paid time off.
• Company holidays.
• 401k matching.
• Employee stock purchase plan.
• Legal assistance.
• Wellness programs.
• Tuition reimbursement.
• Discount programs.