At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.
About our client:
Our client, a leading provider of analytics and optimization tools for e-commerce sellers, is seeking a Customer Success Analyst to enhance the customer experience, manage the customer lifecycle, and drive growth. This role is perfect for someone passionate about customer success and thriving in a fast-paced, data-driven environment.
Responsibilities:
- Lead and optimize the entire customer journey, from onboarding through to advocacy and win-back strategies.
- Collaborate closely with cross-functional teams, translating customer feedback and insights into impactful product improvements.
- Advocate for customer needs, ensuring our platform, resources, and processes continually evolve to enhance satisfaction and retention.
- Respond to product and membership inquiries, proactively troubleshooting and resolving customer issues.
- Manage and engage our YDP community, cultivating engagement and a sense of belonging across channels like our Facebook group.
- Gather and implement community feedback, driving continuous improvement in customer experience.
- Guide customers through various stages of their YDP journey, including onboarding, tier changes, and reactivations.
- Oversee the YDP event calendar and manage member communications, ensuring customers are informed and engaged.
Qualifications:
- Exceptional written and verbal communication skills, with empathy, active listening, and adaptability to varied communication styles.
- Strong analytical and problem-solving skills to proactively address customer needs and drive product adoption and success.
- Technical proficiency and product knowledge to troubleshoot minor issues, guide clients through setups, and bridge customer needs with internal teams.
- Ability to prioritize effectively and manage time with a strong focus on quality.
- A fast learner who is comfortable with technology and able to simplify complex topics for customers.
- Strong sense of urgency, proactive problem-solving skills, and adaptability to new technologies.
- Familiarity with data visualization tools (e.g., Tableau) and a solid understanding of data-driven decision-making for strategic insights.
- Proven ability to collaborate cross-functionally, representing the voice of the customer to drive impactful change.
- Experience in data and analytics with applications for strategic business decisions.
Nice to Have in a Candidate:
- Experience in customer-facing roles within SaaS or tech environments, ideally in a B2B context.
- Familiarity with CRM systems, customer success platforms, and tools for managing customer relationships.
- Experience with eCommerce platforms or online marketplaces, with an understanding of their unique challenges and opportunities.
- Advanced skills in social media engagement and community management.
- Familiarity with YDP tools and platform features.
Perks:
- 21 days of PTO (for Panama-based employees).
- Local holidays.