Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Associate enhancing value delivery and engagement for a global customer success organization. Focused on account infrastructure, program enablement, and operational excellence in a tech company.
Responsibilities
- Execute the setup of customer accounts, including user provisioning, group creation, and site hierarchy management
- Collaborate with the Customer Success and Account Executive teams to ensure timely and accurate completion of onboarding-related administrative tasks for new enterprise customers (1000+ seats)
- Build and standardize a high volume of SafetyCulture templates and forms based on customer requirements and best practices
- Assist in the creation and organization of content libraries to support customer self-service and product adoption
- Support the execution of our customer success programs including high touch and / or Digital programs, including communication, user health checks, account optimization and data collection
- Analyze product usage data to identify at-risk customers or opportunities for automated engagement
- Document and refine best practices for account setup and template building to ensure consistency and efficiency across the team
- Serve as the operational subject matter expert for our customer success platform, assisting with user troubleshooting and data integrity
- Assist customers and our Customer Success Managers and Account Executives in the renewals process
Requirements
- 2-3 years of professional experience
- Proven experience in a high-volume, customer facing operations-focused role, preferably in a SaaS or technology environment
- A natural collaborator who enjoys working with others to get the job done
- Strong attention to detail and a methodical approach to task execution
- Proficiency in data management and ability to work with large datasets
- Exceptional communication skills, both written and verbal, to collaborate with cross-functional teams
- A "builder" mindset with a focus on process improvement and documentation
Benefits
- Catered lunches
- Team events
- Cool merch
- Dogs in the office
- Equity for full-time team members
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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