Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Manager for SMB accounts managing engagement and retention. Focused on driving customer value and scalable outreach through strategic programs and data analysis.
Responsibilities
- Develop and execute strategic email campaigns and outreach sequences (personalized and automated).
- Build and optimize workflows using our Customer Success platform.
- Analyze account data to generate customized insights for clients at scale and prioritize actions.
- Facilitate one-to-many engagement efforts (webinars, office hours, etc.).
- Collaborate cross-functionally with Product, Sales, Marketing and Support to drive customer value.
- Engage with customers 1:1 where appropriate to drive product adoption, expansion opportunities or resolve escalated issues.
Requirements
- Bachelor's degree in Business, Communications or a related field
- 2+ years in Customer Success, Account Management or in a similar client-facing role preferred
- Strong written and verbal communication and data analysis skills
- Proficient in Microsoft Excel, PowerPoint and Word
- Excellent problem solving and relationship building skills
- Comfortable working both autonomously and cross-functionally (product, sales, support, marketing) to solve client issues
- Familiarity with CRM systems like Salesforce, Planhat or Gainsight preferred
- Previous experience in the transportation industry is a plus, but not required.
Benefits
- Bonuses
- Professional development opportunities
- Flexible working arrangements
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