Customer Success Analyst

Location: Remote

Post Date: January 5, 2023

Customer Success Analyst

Carminati Consulting & Immuware are seeking a dynamic Customer Success Analyst to join the team immediately to assist with the expansion of our SaaS Software implementation and project management practice. If you pride yourself in strong problem solving and analytical skills that deliver real business value and are passionate about customer service this role may be for you!

Company Overview

Immuware™ – An award-winning, best-in-class employee health system (EHS) and occupational health system (OHS) has revolutionized the way organizations capture, track, record, and analyze employee occupational and health data and immunizations. It allows organizations to automate staff health compliance with; easy-to-use real-time reporting, highly secure Microsoft® Azure cloud hosting and an online portal that empowers employees to share accountability in your organization’s compliance.

We have a friendly, open and flexible environment in which candidates can grow their career and be exposed to exciting new projects. Come join a team in which talented and hardworking people can thrive and succeed in their personal and career goals in impactful ways.

The Role

The Customer Success Analyst is responsible for maintaining a portfolio of SaaS software customer accounts that range from healthcare systems to energy corporations. This position delicately engages with customers to build strong and effective relationships and consistently illustrates the value delivered through our software products & services. 

The Customer Success Analyst serves as the internal voice of the customer while working collaboratively with internal teams to exceed customer expectations. Understands , identifies, and advises on product based solutions to the customer’s business objectives, and challenges.  This role communicates and advises the customers to help them be more efficient and better serve their communities.

The Customer Success Analyst shall achieve these objectives by:

  • Actively managing a portfolio of assigned mid-market accounts so that customers may achieve their business goals.
  • Identifying customer expansion opportunities & converting churn risks. 
  • Driving product champions at customer organizations.
  • Creating and implementing Customer Success Plans for assigned accounts. 
  • Staying current to educate customers on products, competitive landscapes & innovation trends.
  • Effectively solving ad-hoc customer issues as needed with a hands-on approach, inclusive of requirements gathering, implementation and configuration tasks. 
  • Embracing & contributing to Customer Success team standard methodologies.
  • Actively and regularly collaborating with Sales, Marketing, Product, Onboarding and Support Teams to expand customer relationships. 
  • Identifying customer expansion opportunities & churn risks. 
  • Managing and completing the renewal process for the assigned portfolio of accounts. 
  • Providing continuous customer feedback to the Product team. 

 

We’d Love to Hear from You If:

  • You have at least 3 years of prior account management and/or customer success experience, preferably within enterprise software or SaaS. 
  • You possess validated results in a prior role.
  • You have multi-tasking down to a science; handling multiple accounts & assignments simultaneously. 
  • You have a passion for serving customers. 
  • You have expertise with Excel and CRMs, preferably Salesforce. 
  • You have demonstrated an ability to succeed in a remote working environment
  • You have the ability to establish credibility with key customer decision makers & influencers. 
  • You have strong verbal/written communication & presentation skills; extraordinary listening skills. 
  • You can recognize and maximize new business opportunities. 
  • You are comfortable with negotiation.
  • Your commitment to exceed goals is internal, constant & self-imposed. 

 

We Would Especially Love to Hear from You If:

  • You hold a B.S. or B.A. in computer science, business management, finance, economics or similar study. 
  • You have prior experience as a business analyst and are comfortable carrying out software application configuration tasks, as needed.

 

This is a US-based role.

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