Customer Engagement Analyst focusing on customer data analysis and engagement metrics to improve experience, retention, and loyalty.
About the role
- Customer Success Specialist at Nextiva guiding customers to maximize their investments and ensuring satisfaction. Focus on onboarding, relationship building, and driving revenue growth in a SaaS environment.
Responsibilities
- Own the onboarding experience for new customers, ensuring a smooth, timely, and successful implementation.
- Drive customer satisfaction and long-term success through proactive engagement and solution-oriented support.
- Identify opportunities to expand revenue within existing accounts through thoughtful cross-sell and up-sell recommendations.
- Increase product adoption and overall customer health, positively influencing lifetime value and retention.
- Resolve customer issues efficiently, coordinating with internal stakeholders as needed to ensure timely outcomes.
- Build strong relationships with customer stakeholders, serving as a trusted advisor and primary point of contact.
- Monitor and track customer success metrics, identifying trends and opportunities for improvement.
- Provide actionable feedback to Product and Sales teams to enhance the customer experience.
- Contribute to best practices and process improvements across the customer lifecycle.
- Proactively identify opportunities to improve delivery models, efficiency, and overall customer experience.
Requirements
- 5–7 years of experience in a customer-facing role within a SaaS organization (Customer Success, Account Management, or similar).
- Bachelor's degree in Management, Program Management, or a related field, Master's degree preferred.
- Hands-on experience with customer onboarding, training, and ongoing relationship management.
- Strong ability to understand customer challenges and recommend effective solutions.
- Demonstrated focus on customer satisfaction, retention, and revenue growth.
- Analytical, process-oriented mindset with a commitment to continuous improvement.
- Strong communication and presentation skills, with the ability to engage stakeholders at multiple levels.
Benefits
- Medical 🩺 - Medical insurance coverage is available for employees, their spouse, and up to two dependent children with a limit of 500,000 INR, as well as their parents or in-laws for up to 300,000 INR. This comprehensive coverage ensures that essential healthcare needs are met for the entire family unit, providing peace of mind and security in times of medical necessity.
- Group Term & Group Personal Accident Insurance 💼 - Provides insurance coverage against the risk of death / injury during the policy period sustained due to an accident caused by violent, visible & external means.
- Work-Life Balance ⚖️ - 15 days of Privilege leaves per calendar year, 6 days of Paid Sick leave per calendar year, 6 days of Casual leave per calendar year. Paid 26 weeks of Maternity leaves, 1 week of Paternity leave, a day off on your Birthday, and paid holidays
- Financial Security 💰 - Provident Fund & Gratuity
- Wellness 🤸 - Employee Assistance Program and comprehensive wellness initiatives
- Growth 🌱 - Access to ongoing learning and development opportunities and career advancement
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.