Customer Success Analyst

3 weeks ago

Dubai, Dubai, United Arab Emirates Clarivate Analytic Full time

We are looking for a Customer Success Analyst (CSA) to join our global Customer Success team As a Customer Success Analyst, you will partner with Customer Success management to assist with programs supporting customer retention. In this role you will focus on collection and analysis of data, coordinating cross-functional calls to define remedial strategies and actions, summarizing and communicating updates, and delivering value to support retention goals and maintain customer satisfaction.

If this sounds like an opportunity you are interested in, then we would love to talk to you

About You – experience, education, skills, and accomplishments.
  • Bachelor's degree or equivalent relevant experience.
  • Up to 2 years of experience in an administrative or business analyst position.
It would be great if you also had . . .
  • A background in academic libraries, government, or higher education is beneficial.
  • Experience with MS 365 (Excel, Word, and PowerPoint).
  • Experience using a Customer Success software platform (Salesforce.com, Gainsight, etc.)
What will you be doing in this role?
  • Coordinate risk tracking and actions of internal teams related to customer retention, and follow up on actions with risk owners on status updates.
  • Communicate effectively with cross-functional teams via follow-up emails, meeting summaries, etc.
  • Contribute to tracking and monitoring of remedial efforts by facilitating regular risk mitigation meetings to foster collaboration.
  • Support communication associated with risk register entries, evolving risks, and ongoing progress.
  • Prepare reports on retention risks and mitigation efforts.
  • Other duties as assigned.
About the Team

Our A & G Customer Success team sits within the Revenue organization. Our team is comprised of colleagues across the globe who are passionate about helping higher education institutions and libraries achieve their goals. What we do matters to librarians who need smoother paths to fulfilling their missions to help students, faculty, and researchers think forward.

Hours of Work

This is a full-time, permanent position based in Belgrade, Serbia and will require hybrid working in our Belgrade office (2 days per week in office, rest of week remote). This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.

#LI-Hybrid, #LI-Onsite


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