Customer Success Analyst responsible for managing relationships and implementing solutions for loyalty platforms. Focused on data - driven strategies and high - level customer experiences.
About the role
- Leading the strategy for client retention and expansion at BONIFIQ. Focus on transforming clients into strategic partners through data intelligence and loyalty consulting.
Responsibilities
- We are seeking a professional to lead the retention and expansion strategy for our customer base, ensuring our loyalty technology delivers maximum ROI.
- The focus is on turning customers into strategic partners, reducing churn and driving engagement through data intelligence and consulting on loyalty mechanics.
Requirements
- Churn Prevention Analysis: Review weekly customers with low 'Health Score' (e.g., companies that stopped sending transaction data to the platform).
- Engagement Audit: Verify whether clients' loyalty mechanics are performing. If a client has few redemptions, the leader guides the CSM to suggest a double-points campaign.
- Time-to-Value Tracking: Monitor the time new customers take to complete their first technical integration and issue the first point.
- QBRs (Quarterly Business Reviews): Participate in quarterly meetings with the largest clients (Key Accounts) to demonstrate the technology's ROI and discuss the loyalty roadmap for the next year.
- Voice of the Customer for Product: Compile feedback about the platform and present it to the Technology/Product team (e.g., "Customers need a more flexible coupons module").
- Incident Management: Serve as the escalation point when a critical technical error affects end users' point balances.
- Upsell Identification: Analyze which clients have reached the member or transaction limits of their current plan and initiate the process to migrate them to a higher-tier plan.
- Success Case Collection: Identify clients who achieved exceptional results (e.g., a 20% increase in recurrence) so Marketing can create testimonials.
- One-on-Ones (1:1s): Individual meetings with CSMs to unblock technical impediments (e.g., a stalled API integration) and develop negotiation skills.
- Portfolio Management: Review whether the client load per CSM is balanced and redistribute accounts if necessary.
- Technical Training: Ensure the team is proficient with platform updates (new gamification features, cashback, etc.).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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