IoT Customer Success Business Analyst

Smartiks Yazılım A.Ş.

We are looking for Business / Technical Analyst forIoT Customer Success Team.

The Customer Success Team is responsible for developing customer relationships that promote retention and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. The responsibilities of Customer Success Analysts include troubleshooting technical related issues for customers, case queue management, working directly with the customer on how to use our product, and contact customers on updates regarding any bugs/issues. They will also aid other internal departments by collecting information on how to best serve and support our customers, processing, and analysis of client data, and identifying industry trends along with customer needs for product development and roadmap enhancements. The Customer Success Analyst will specifically focus on overall holistic client experience measures and outcomes, client health reporting, and satisfaction metrics and analysis.

Roles and Responsibilities

• Provide world-class technical support to the customers by using a consultative approach.
• Serve as a single point of contact for product and service issues.
• Engage with customer business owners to drive customer success and optimization of the application.
• Analyze, translate, and document business requirements or pain points into technical analysis.
• Provide proactive best practice guidance to the customer's teams.
• Deliver training to the end users.
• Work with the Technical Product Analysts to satisfies the customer need.

Qualifications

• The ideal candidate genuinely enjoys interacting with others. The Customer Success Analyst is expected to be professional, self-motivated, proactive, results-oriented, and able define and provide a high level of customer satisfaction through the delivery of world-class technical services.
• Bachelor's degree in business, information systems or related discipline, or equivalent.
• Experience working in an Agile environment.
• Understanding of various software development methodologies (e.g., Agile, Waterfall)
• Excellent understanding of business complexity and interdependencies
• Understanding of business processes and ability to translate it into application requirements.
• Experience with effective communication at different levels in the organization
• Strong verbal/written communication and relationship building skills with proven ability to manage and work with stakeholders.
• Ability to communicate complex technical topics with users at all levels of technical expertise.
• Analysis, troubleshooting, and problem-solving expertise
• Ability to effectively prioritize and escalate customer issues.
• Ability to adapt to rapidly changing environment and customer requirements.