Customer Success Analyst

San Diego

Why You're Needed

The Customer Success Analyst supports our global Customer Success Team by utilizing timely and accurate customer analysis and reporting to inform and improve marketing communication strategies through various customer communication channels – namely email, app push and SMS. With your keen eye for detail, you'll gather customer behavior data allowing us to develop our understanding of customer feedback and product usage patterns. Ultimately, you'll be using all these data points to help us map customer journeys to various touch points and improve our relationships with our clients and their customers.

The ideal candidate is a dedicated problem solver, passionate about marketing, research and communicating with consumers. A strong understanding of customer analytics, customer segmentation practices, mapping customer journeys and developing and implementing communication strategies is paramount.  We are looking for someone who is highly-motivated with a blend of technical skills and general business knowledge, an understanding of Marketing principles, excellent written and verbal communication skills and high enthusiasm for customer success.

What You’ll Do

  • Review weekly/monthly data reports to understand product usage trends and overall customer behavior.
  • Focus on positive end-user interactions to ensure each customer is successful with Engage’s products.
  • Advocate for customers by proactively organizing and presenting vital customer feedback to our Product and Marketing teams.
  • Become a Engage Financial Technology product expert; leverage your experience within the technology platform to provide customers with best practices support to improve on boarding and ongoing product usage.
  • Actively participate in improving our processes for on boarding customers.
  • Work with Customer Success team to develop and/or enhance process documentation related to product launch, program management and reporting.
  • Manage Customer Success team documentation and reporting library.
  • Advocate new customer features and product improvements, directly influencing Engage Financial Technology’s product road map.
  • Help identify individual customer churn reasons and develop ‘save’ plans.
  • Generate fresh ideas and develop best practices on how to improve our customer experience and increase adoption of Engage’s products.
  • Oversee daily email operations, coordinate email production and QA processes to ensure emails are accurate and deployed on time.
  • Map customer journeys, including the building, executing and tracking of email, push and SMS campaigns.
  • Research and analyze customer product feedback, including tracking customer support analytics and perform NetPromoter research.
  • Define tagging requirements, configure analytics reporting, and devise segmentation and data analysis processes.
  • Act as a conduit between our Customer Success and Product teams, feeding back key insights and helping both teams work more effectively.

What You’ll Need

  • 4-year degree or equivalent work experience
  • Excellent communication skills and strong customer focus
  • Fluency in written and spoken English essential, additional languages may be helpful
  • Demonstrated ability to learn new skills quickly
  • Demonstrated ability to manage initiatives to completion
  • Ability to work independently and as a part of a team
  • Detail-oriented
  • Proficiency with organization and time management; ability to multi-task
  • Experience with app analytics tools (like Heap Analytics) and performing email marketing campaigns
  • Experience with email marketing, lead nurturing, marketing automation, and web analytics
  • Familiarity with A/B and/or multivariate testing
  • Proficient in Adobe Photoshop, Microsoft Excel & Powerpoint
  • Solid understanding of Internet technologies
  • Experience with Business Intelligence tools, like Tableau is are a plus

Application

Please send an email to jobs@engageft.com with your resume, and a paragraph describing why you'd be the best candidate for this position.