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Customer Success Operations Analyst

2.00 to 6.00 Years   Mumbai City   28 Nov, 2020
Calypso Technology India Pvt Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryNBFC ( Non Banking Financial Services )
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

Role Overview

Calypso Technology is seeking a talented Customer Success Management (CSM) Operations Analyst, with at least 3 years experience to join Calypso s CSM team. This role will be an important strategic position within this growing team, focused on providing the best processes, tools and training to empower the customer-facing team and improve their efficiency. The role will report to the Global Head of Customer Success and will partner with other businesses within Calypso to help drive change management across the organization.

Responsibilities

  • Building and standardizing scalable processes and best practices, both for the CSM team and in association with various parts of the organization (Customer Support, Sales, Marketing)
  • Assisting with documenting these processes and best practices, delivering training around them and driving adherence to them
  • Defining and producing KPIs, executive reporting and dashboard creation
  • Administration of third-party portals (creating user profiles, troubleshooting, liaising with service providers, etc.)
  • Maintaining and enriching Customer Success tools and platforms with the most up to date data.
  • Identifying new tools to increase efficiency and automation
  • Building a dedicated feedback loop to ensure knowledge flow across the organization
  • Coordinating CSM event planning (webinars, customer events) and communication efforts.
  • Tracking and helping drive completion of key CSM deliverables and initiatives

Desired Skillset

  • Undergraduate degree or relevant experience
  • Reading and validating contracts , data analysis, dashboards etc
  • Must be highly detail-oriented and accurate, with an analytic mindset
  • Excellent interpersonal skills, with the ability to work across business groups
  • Strong written communication skills
  • Excellent organization skills and proven project management experience
  • Responsible individual able to work autonomously and proactively
,

Keyskills :
customer relationsreportingmisslaaccountsdrive changedata analysiscapital marketevent planningcustomer supportchange managementservice providersproject managementorganization skillsexecutive reportingcommunication skillsinterpersonal skill

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