Customer Success Analyst

at  Kneat

Job Description: Customer Success Analyst
Kneat enables regulated organizations to move from paper-based validation to intelligent, digitized, paperless solutions. And we do it through the ongoing development of a powerful, purpose-built software platform. In 2014, after 8 years of intensive software development, we launched the world’s most advanced validation software to help revolutionize the speed, precision, transparency and intelligence of validation in the Life Sciences sector. The solution is now used by some of the world’s leading Life Sciences companies.
As Kneat continues to expand, we are looking for an enthusiastic Customer Success Analyst to join our Operations Department.
Position Summary
Reporting to our Director of Customer Success the Customer Success Analyst will play a pivotal role in ensuring the success and satisfaction of our customers by analysing data, identifying trends, and providing actionable insights to drive customer engagement and retention across the Operations Department. This position requires a combination of strong analytical skills, customer-centric mindset, and effective communication abilities.
The successful candidate will be responsible for creating, reporting, analyzing, and integrating datasets from various sources such as ChurnZero, Netsuite, etc. We are seeking a candidate with a combination of strong analytical skills, a customer-centric mindset, and effective communication abilities as this role will play a crucial part in providing insights and actionable intelligence to support decision-making across multiple operational functions. If this sounds like you, we want to hear from you!

Primary Responsibilities

• Data Analysis: Utilise data analytics tools and techniques to analyze customer data, including usage patterns, product adoption rates, and customer feedback, to identify opportunities for improvement and optimisation using tools such as Churn Zero, HubSpot, NetSuite and Zendesk.
• Customer Insights: Extract meaningful insights from customer data to understand customer behaviour, preferences, and needs. Translate insights into actionable recommendations to enhance the customer experience and drive retention.
• Customer Engagement Strategies: Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to develop and implement customer engagement strategies, such as personalised communication campaigns and targeted product recommendations.
• Performance Monitoring: Monitor key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, churn rates, and renewal rates. Identify trends and proactively address issues to ensure customer satisfaction and retention goals are met.
• Customer Support: Provide support to customers by addressing inquiries, resolving issues, and guiding them through the onboarding process. Serve as a trusted advisor to customers, offering guidance on best practices and product usage.
• Documentation and Reporting: Maintain accurate records of customer interactions, feedback, and resolutions. Generate reports and dashboards to track customer success metrics and communicate findings to stakeholders.

Minimum qualifications

• Bachelor’s degree in Business Administration, Marketing, Analytics, or a related field.
• Proven experience in data analysis, preferably in a customer-facing role.
• Strong analytical skills with the ability to interpret complex data sets and extract actionable insights.
• Excellent communication and interpersonal skills, with the ability to effectively communicate findings and recommendations to diverse audiences.
• Customer-centric mindset with a passion for understanding customer needs and driving customer success.
• Ability to work collaboratively in a fast-paced, dynamic environment and manage multiple priorities effectively.

Nice to Haves

• Advanced degree or certifications in Data Analytics or Customer Success Management.
• Experience with data analytics tools such as SQL, Power BI, or Tableau.
• Familiarity with customer relationship management (CRM) systems and customer success platforms.

What We Offer You
At Kneat, we truly value ideas and collaboration so we’ve created an environment that builds, protects and celebrates teamwork. Our strong culture is central to our continued success.

We offer programs and rewards that one would expect from a highly successful and growing technology company:

• A fantastic culture, team, energy, and a high-growth successful company
• Competitive salary and benefits
• Flexible work arrangements
• Health benefits
• Training & professional development

We invite interested applicants to share their resume and cover letter.
Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Kneat is an equal opportunity employe

• Data Analysis: Utilise data analytics tools and techniques to analyze customer data, including usage patterns, product adoption rates, and customer feedback, to identify opportunities for improvement and optimisation using tools such as Churn Zero, HubSpot, NetSuite and Zendesk.
• Customer Insights: Extract meaningful insights from customer data to understand customer behaviour, preferences, and needs. Translate insights into actionable recommendations to enhance the customer experience and drive retention.
• Customer Engagement Strategies: Collaborate with cross-functional teams, including Sales, Marketing, and Product Development, to develop and implement customer engagement strategies, such as personalised communication campaigns and targeted product recommendations.
• Performance Monitoring: Monitor key performance indicators (KPIs) related to customer success, such as customer satisfaction scores, churn rates, and renewal rates. Identify trends and proactively address issues to ensure customer satisfaction and retention goals are met.
• Customer Support: Provide support to customers by addressing inquiries, resolving issues, and guiding them through the onboarding process. Serve as a trusted advisor to customers, offering guidance on best practices and product usage.
• Documentation and Reporting: Maintain accurate records of customer interactions, feedback, and resolutions. Generate reports and dashboards to track customer success metrics and communicate findings to stakeholders