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Customer Success Analyst

Our client is looking for a Customer Success Specialist within the field of accounting software. This role suits candidates with experience in operations, project and change management. You should be data driven with the ability to translate customer issues into tangible stories that engineers and product teams can use to develop new solutions.


Responsibilities

You will troubleshoot, understand, and collect data on complex issues working towards resolution with engineering and product teams.

This role is pivotal in accelerating product features or workflows enhancements to support Customer Success specialists in their daily job with customers. You will ensure a fluid communication regarding escalations, issue resolution, and own testing and communication back to the Customer Success team before releases and launches.

You will also help run experiments, lead projects that provide insights and learnings on customers’ behaviour. You will consistently demonstrate good judgment in selecting methods and techniques for obtaining solutions to solve big customer problems. You will act independently in determining methods and procedures on new assignments.


Specific responsibilities include:

  • Uses Voice of Customer reports from multiple channels to identify and categorize customer issues
  • Performs root cause analysis of customer issues and turns data into actionable information
  • Manages emerging product issues and drives a rapid, coordinated response across product management, marketing and support.
  • Creates mitigation plans for customer problems that cannot be otherwise addressed
  • Provides feedback and drives process improvements in service delivery to optimize customer experience and facilitate documentation required to drive product improvements
  • Ability to run experiments/test that provides insights and learnings on customers’ behavior
  • Applies detailed understanding of customer requirements to contribute to the development of an offering’s usability and overall customer experience.
  • Support approach and process overview for product roadmaps
  • Support designs for offerings
  • Exerts some influence on the overall objectives and long-range goals of the organization
  • Strong Supportability networks and effective processes with Design, Developer and Product groups, so that identified problems and opportunities are effectively prioritized and addressed
  • Understands how Customer Success plays a key role in the social and mobile world

 

Profile Required

  • Ability to synthesize data, identify root cause of issues, develop recommendations and influence decision makers
  • Strong business and financial acumen. Previous experience in accounting or financial services or working with accounting software
  • Demonstrated project management skills for planning/driving tasks across organizations while keeping initiatives on track to achieve desired outcomes
  • Excellent written and verbal communication skills In French and English;
  • Ability to communicate technical and business requirements, business cases and other findings across organizational levels
  • Strong presentation and influencing skills to lead change with technical and non-technical teams
  • Proven ability to use MS Office applications, in particular Excel and PowerPoint. Experience with Access, Text Analytics and Business Objects or similar reporting tools a plus
  • Results oriented, while respecting people and maintaining integrity without compromise
  • Change agent and a facilitative team leader with a strong desire to achieve results

 

 

Salary approx. 45K€

 

Please send your CV to m.collins@eurolondon.fr

 

Please note that only shortlisted candidates will be contacted. Candidates must have valid working papers for France.

 

Consultant

image

Megan Collins

Equipe : Paris

Spécialisée en : Recrutement de profils internationaux pour le marché français.

Consultante à Euro London depuis : 1999

A propos de moi :  Megan a ouvert le bureau français d’Euro London à Paris en 2001 puis en a pris la direction jusqu’en 2005. Elle a ensuite travaillé en interne pour le cabinet d’avocats Freshfields Bruckhaus Deringer où elle s’est spécialisée en recrutement d’avocats, commerciaux et professionnels du marketing. Revenue au cabinet Euro London en 2011, elle s’est concentrée sur les postes internationaux pour le marché français. Megan est bilingue Français/Anglais.

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