Customer Experience Analyst
6 days ago
**Job Summary**
We are seeking a highly skilled Customer Success Analyst to join our team. As a key member of our customer success team, you will be responsible for ensuring our clients' long-term success and satisfaction.
In this role, you will work closely with the Customer Success Manager to support the onboarding process, conduct training sessions, provide ongoing support, and proactively follow up with customers to maximize their satisfaction and system adoption.
**Responsibilities:**
We are looking for a detail-oriented and organized individual who can:
Support the onboarding process for new customers, including conducting training sessions and providing ongoing support.
Work closely with the Customer Success Manager to identify and address potential challenges to minimize friction during the onboarding phase.
Perform three-month check-ins and follow-ups to assess satisfaction and gather feedback from customers.
Respond promptly to support requests via help desk, email, and phone.
Diagnose and troubleshoot customer issues, providing timely and accurate solutions.
Escalate complex cases to the Customer Success Manager or Development team when needed.
Maintain strong relationships with customers through regular communication and engagement.
Proactively gather customer feedback and share insights with the product and success teams.
Identify and propose upsell or cross-sell opportunities when beneficial to the customer.
**Requirements:**
Excellent written and verbal communication skills, with the ability to engage effectively at all levels.
Customer-focused mindset: demonstrated experience in customer service or success roles, with a focus on building lasting relationships.
Training & onboarding support: ability to assist with training sessions or demos that encourage product adoption.
Analytical & problem-solving skills: capable of diagnosing issues and finding solutions quickly.
Industry knowledge: experience in educational technology or a related field is a plus.
Positive attitude & work ethic: enthusiastic, proactive, and driven to help customers succeed.
**What We Offer:**
We're committed to supporting your growth.
As a Customer Success Analyst at Selma SIS, you'll have the chance to expand your skill set and potentially transition into a Business Analyst role over time.
**Why Join Us?**
Impactful work: help shape the future of education technology in NZ and Australia.
Collaborative team: work alongside passionate colleagues who support and inspire each other.
Professional growth: access ongoing training and mentorship, with clear paths for career advancement.
Flexible options: full-time role with the possibility of part-time (30+ hours) to fit your lifestyle.
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