Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Manager at Black Duck Software, Inc. supporting enterprise software adoption and renewal targets using a digital-first engagement strategy.
Responsibilities
- Support the adoption efforts of small and medium sized customers
- Respond to inbound requests for enablement, customer management and support case review.
- Interface with Customer Success teams supporting their transactional overhead
- Develop basic proficiency with all Black Duck solutions
- Proactively share feedback from the customer with professional services, product management, technical support, and sales teams
- Monitor the adoption rates of assigned accounts; help align customer use case with their business objectives
- Maintain and manage customer databases
- Maintain strong customer retention rates aligned with corporate goals
- Partner with Sales by identifying new business opportunities for expanding the footprint
- Orchestrate and schedule digital adoption campaigns to customer contacts at the appropriate stage of the customer journey.
Requirements
- 4+ year’s account management, customer success or technical support experience in enterprise software
- Understanding of the software development lifecycle, application security and/or related field
- Proven skill with juggling multiple account management activities at a time while maintaining strong attention to detail
- Excellent verbal and written communication and virtual presentation skills
- Ability to work independently and to collaborate effectively across functions.
- Fluency in Korean or Japanese languages is a plus (but not required)
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Client Success Associate handling post - sales account management and campus launches for Grubhub Campus services. Driving customer engagement and managing cross - functional teams for successful implementations.
Customer Success Specialist with Greek improving customer engagement and retention in fintech environment at myPOS. Focus on driving value and satisfaction through outreach and support across multiple markets.
Director leading Lewisville Customer Success Center, ensuring top customer service standards across touchpoints. Strong focus on performance metrics and continuous improvement.
Course Operations Manager overseeing TEC program delivery and supporting student success across multiple cohorts. Collaborating with faculty and TAs to ensure high - quality education delivery.
Manager overseeing CRM system operations for a leading healthcare company using Salesforce to enhance customer engagement. Ensuring platform stability and supporting commercial stakeholders across multiple business units.
Client Success Associate managing post - sales relationships and engaging with university dining programs at Grubhub. Responsible for launching new campuses and ensuring client growth and satisfaction.
CRM Specialist at Jaja building customer journeys with data - driven marketing strategies. Collaborating with teams to enhance customer experience through efficient CRM processes.
AI/Scaled Customer Success Lead developing automation systems for customer success at Lovable. Spearheading customer engagement strategy and lifecycle automation in a fast - paced environment.
AI Success Strategist driving AI adoption and operational excellence for Zendesk. Leading AI roadmap delivery and ensuring measurable business impact for customers.