As a Customer Success Analyst, you'll ensure client satisfaction and achieve their goals through feedback and metric analysis. Join Track.co, a leader in client experience management.
About the role
- Hybrid role managing customer implementations and high-impact support at Clipboard, an Aussie EdTech startup. Lead onboarding and ensure customer satisfaction through effective project management and collaboration.
Responsibilities
- Lead the implementation process for new schools and associations, including project planning, account setup and rollout coordination.
- Manage implementation timelines and milestones to ensure customers achieve outcomes in a timely manner.
- Deliver engaging onboarding sessions, training and workshops (online and occasionally in-person).
- Ensure customers quickly experience value and are set up for long-term success on Clipboard.
- Monitor customer health and adoption during and after implementation.
- Act as an escalation point for complex and high-priority customer support cases.
- Resolve advanced product configuration, workflow and integration issues.
- Conduct phone and video support for complex technical or operational challenges.
- Collaborate closely with Product and Engineering to troubleshoot issues and advocate for customer needs.
- Support team KPIs related to customer satisfaction and retention.
- Contribute customer feedback and insights to product development.
- Identify root causes, trends and opportunities to improve both implementation and support processes.
- Create and maintain help articles, implementation guides, training material and internal documentation.
- Mentor and support other team members by sharing knowledge and best practices.
- Work cross-functionally with Sales, Customer Success, Support, Product and Engineering teams.
Requirements
- 3–5+ years experience in SaaS implementation, customer support, customer success or project management.
- Strong organisational and project management skills, with the ability to manage multiple priorities simultaneously.
- Excellent written and verbal communication skills, including confidence delivering training.
- Strong problem-solving skills with the ability to think critically and creatively.
- Demonstrated ability to learn quickly and be adaptable
- Comfortable working with technical concepts, advanced configurations and integrations.
- Experience with tools such as Intercom, HubSpot, Jira, Loom or similar.
- Startup, EdTech or experience working with schools is highly regarded.
- Experience working in a fast-paced or start-up environment.
- Passionate about Clipboard’s mission to build the ultimate tool for managing extracurricular programs and operations (helping students get more value out of activities)
Benefits
- Plenty of room to grow in your career
- Flexibility - hybrid office working model
- Birthday and wellbeing leave
- Fun team-building experiences - dinners, lunches, team activities
- Clipboard supports an inclusive workplace and welcomes applicants from diverse backgrounds
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Analyst managing digital application and CRM strategies for KFC brand. Ensuring performance and enhancing user experience across digital channels.
Analista de CRM & Conteúdo at ONODERA ESTÉTICA focused on customer journeys and blog content creation while ensuring clear communication. Requires CRM experience and attention to detail in a hybrid environment.
Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
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.