Job Description

Customer Success Analyst (CSA) - Lead –
The Netrix Managed Services Practice provides the complete stack of technology services, from Network Monitoring and Management of systems 24x7x365, to providing Managed Unified Communications Services to Managed Security Services. The multidisciplinary Netrix Managed Services team augments Client internal IT staff and provides specific IT offerings or provides the entire stack of IT services.
A Customer Success Analyst (CSA) will work as a liaison between the Client, Netrix Engineers, Customer Success Managers, Leadership, and the various reporting teams to convert our Customer Success operations at Netrix into a highly data-driven business where we can measure, analyze, and optimize every aspect of our engagement with our customers. CSA’s must be highly collaborative with the entire Customer Experience group—this will require excellent organizational skills, strong attention to detail, clear communication, and a passion for building internal and external customer relationships
PRIMARY DUTIES AND RESPONSIBILITIES
Key Responsibilities include:

• Partner closely with Netrix Customer Success Managers (CSM’s) to ensure enhancement of the customer experience by supporting the established goals of the relationship
• Navigate multiple internal platforms for customer data analysis on a day-to-day basis, and comprehend those information workflows and cadences for both internal and external customers
• Utilize data collected from various reporting tools/dashboards to interpret and analyze customer data, base recommendations on data collected, and fulfill ongoing reporting needs to CSM’s and leadership teams
• Supervise current projects and coordinate all team members to keep workflow on track
• Evaluate potential problems and technical hitches and develop solutions in conjunction with CSA Offshore Manager
• Provide guidance and instruction to CSA team regarding reporting body of work and ad hoc projects, including delegating work, overseeing progress towards goals, and coaching team members as needed
• Able to analyze customer data to improve customer experience and minimize churn
• Facilitate the trainings on the regular updates to the CSA team
• Understand how to deliver solutions that fit client business needs, while efficiently working interdepartmentally to provide clients with the most valuable data for their business needs
• Build and maintain strong professional relationships with the Netrix customer-base by supporting the corresponding CSM’s and Account Executives to coordinate operational tasks
• Assist in data gathering, composing, and delivering presentations on key trends for senior executives
• Compile daily reports on customer usage trends to proactively identify and address anomalies leveraging all applicable internal teams
• Lead investigations into red-flagged customer issue metrics, working with cross functional teams to make sure customers’ needs make it into processes, procedures and even products.

• Review NPS/CSAT scores to identify churn risk and initiate appropriate action plans, or conversely opportunities to use existing customers as Netrix evangelists to prospective customers
• Work with Engineering leadership to create capacity models
• Proficiently detail the data analysis processes and best practices within the department, to be standardized and shared across the CX team
• Continuous improvement initiatives: Identify and define process improvement, standardization, and operationalization opportunities utilizing customer data analysis mindset and tools

SKILLS/QUALIFICATIONS
Minimum Skills & Qualifications:

• Bachelor’s degree or equivalent combination of experience/certifications
• 2+ years’ experience in data analytics role, customer support, or customer relationship management
• Data analytics: Experience working with large data sets, and identifying narratives and trends
• Excellent written and verbal communication skills to both internal and external customers
• Ability to pick-up platform-based technologies on the fly
• Experience in leading a team size of 5-10
• Lead, coach and empower the customer success team to be successful in their roles
• Excellent time management and organizational skills
• Strong listening and interpretation skills
• Customer-centric, self-sufficient, and dependable
• Effective team player, quick learner, and self-motivated
• Advanced level with the use of Microsoft Office products (Outlook, Word, Power Point, Excel, etc.)
• Shift Hour - 4.30 p.m to 1.30 a.m IST

Preferred Skills & Qualifications:

• Comfortable stepping into unfamiliar situations, developing creative solutions, deescalating critical issues, and ensuring customers are positioned for success
• Robust data analytics skills to identify trends and create action plans/process efficiencies
• Prior experience with IT MSP’s a plus
• Prior experience with Salesforce a plus
• Strong working knowledge of the IT solutions field a plus (SaaS/software or IT/technology company)
• Experience working with analysis tools and survey data (MS Forms, Power BI, Crewhu)

Netrix, LLC transforms our clients through our cloud, infrastructure, security, and collaboration services and deliver standalone or integrated solutions. Our development and data intelligence teams uniquely enable you to consume cloud and collaboration technologies more efficiently.
We work with clients of all sizes and specialize in solutions for healthcare, manufacturing, government, education, financial services, and legal industries. Netrix is consistently ranked in the CRN VAR500 detailing the country’s top system integrators.
At Netrix, we’re driven to solve business problems with innovative technology solutions. We focus on end-users and are committed to client satisfaction.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
To learn more about Netrix, LLC please go to www.netrixllc.com.