Program Analyst, Customer Success
Constant Contact

Job Info

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What you'll do:

• Create and monitor metrics/dashboards/reports to identify trends and track the impact of key programs initiatives including but not limited to CTFL, VOC, NPS, and recurring initiatives across the Customer Success teams
• Interpret data, analyze results and provide ongoing reports in a digestible format for leaders across the organization
• Manage stakeholder expectations regarding initiative feedback frequency and metrics
• Develop and maintain constructive and cooperative working relationships with internal teams
• Create compelling business cases and recommendations that drive action through the effective use of metrics data, customer insight and analysis
• Apply broad based knowledge of product and customer experience to identify trends, competitive advantages, pain points and risks-not just historically, but proactively
• Identify areas of opportunity through data analysis for Customer Success teams to positively influence engagement, retention and revenue
• Document processes for Customer Success front line agents and leaders
• Draft requirement documents and own testing with the teams we support in Customer Success

Who you are: 

• +5 years of experience within a call center environment; +2 years with Constant Contact preferred
• Demonstrated ability to work with minimal supervision, use of initiative and application of independent judgment
• Ability to maintain high level of confidentiality and work with highly sensitive data and information
• Demonstrated organizational, detail orientation, prioritization and time management skills to meet tight deadlines in an environment of frequent interruptions and competing priorities
• Analytical skills; must be able to gather data in various formats, identify meaningful conclusions and make solid recommendations which support customer success 
• Solid communication skills to clearly and concisely express ideas verbally and in writing and to effectively interact with various levels of management in a calm professional manner
• Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the expectations of the organization 
• Proficiency with tables, graphs, formulas, rules, pivot tables required
• Strong comprehension of Constant Contact and Sharp Spring product suite preferred
• Solid understanding of internal tools and resources including GSuite, Salesforce (Reporting, Dashboards, Dataloader, UAT/Prod Testing), Tableau, Verint (voice to text analytics), Qualtrics and Pendo preferred

This job has expired.