Customer Success Analyst

Organization
Vera Solutions
Location
Mumbai, Cape Town, São Paulo
Job Type
Full-time
Deadline for Applications
12/17/2021
How to Apply
Please submit the online application form
Where to Apply
https://verasolutions.formstack.com/forms/november2021_customer_success_analyst
Tags
Full-time

Join our innovative, global team using technology to transform the way the social sector engages with data. We run on passion, blending diverse skill sets and experiences with a collective mission to help organizations tackle challenges and achieve greater impact. We encourage all staff to push their own boundaries and drive the company in exciting new directions. As a social enterprise and certified B Corporation, we reinvest a majority of our profits in our growth and continued pursuit of our mission and vision.

Position Overview
The Customer Success Analyst will be part of a growing Customer Success team at Vera Solutions! This is a unique position where you will have an opportunity to contribute and elevate customer’s experience by being their first touchpoint for product knowledge and issue resolution. You will be supporting Amp Impact clients. Amp Impact is a Salesforce-based solution for organizations pursuing impact. Amp Impact enables social-impact organizations to trade in complex spreadsheets for a flexible, friendly, and integrated technology solution The position is a highly collaborative position working both internally with products, implementation, account management team and externally with partners and clients.

You will join a team of passionate individuals with diverse backgrounds and experiences, all dedicated to improving the way social impact organizations operate. We’re a self-motivated, creative group, and we emphasize collaboration, flexibility, and professionalism.

Primary Responsibilities:
Lead charge for product issues and queries for a list of accounts you will own/manage independently
Develop deep expertise on Vera’s core product features and functionality. Constantly upskill yourself to become expert on Salesforce, Vera suite of products/customizations
Drive effective communication and engagement strategies with your client accounts for improved client experience
Help improve client’s understanding and usage of platform with faster, timely and comprehensive approach towards resolution/responses
Collaborate internally to project manage customer success projects from planning to execution
Monitor and report on product quality, adoption and user feedback throughout customer’s lifecycle
Monitor, assess and improve KPIs for client success

Qualifications and Experience
Demonstrate interest in social sector
2-3 years of professional experience in customer support/success, marketing, data management or products for a saas company
1-2 years of project coordination and/or management experience
Strong aptitude for technology and data
Curiosity and problem solving skills
Willingness and desire to learn new skills
Comfort working in an evolving environment
Ability to work across time zones and cultures
Excellent written and verbal communication skills (English)
Client relationship management skills
Detail-oriented; efficient with excellent multitasking and organizational skills
Collaborative spirit; consistent desire to learn, improve and grow

Additional Information

Please submit the online application form: https://verasolutions.formstack.com/forms/november2021_customer_success_analyst