Customer Success Manager – Analytics Focus

Job Description:

• Review large amounts of customer usage data to identify trends, patterns, and opportunities for growth.
• Anticipate and monitor at-risk clients by building health scores and alert systems to ensure concerns are managed promptly.
• Identify expansion opportunities within our self-serve customer base and develop automated playbooks to help them grow their usage.
• Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders.
• Provide feedback to our product and design teams on how we can build improved products based on user behavior data.
• Develop and maintain automations that streamline the customer journey for self-serve users.
• Help define the customer journey by deploying processes that help customers take advantage of Wordly technology.
• Assist the Sales and Success teams with ad-hoc data requests and deep-dive account analysis.
• Help drive customer optimization discussions leading to UX improvements and best practices.
• Act as an advocate on behalf of the customer and as an expert, offering in-depth and first-hand understanding of their experience and product needs
• Note that everyone takes a turn being our first line of support. This means
• Answering emails and chats for some of our customers
• Investigation and troubleshooting of situations from customers
• Answering our 24/7 emergency line on a rotating basis

Requirements:

• You’re passionate about languages and accessibility
• You love data and have a proven ability to leverage it to drive positive customer outcomes and adoption.
• You keep a pulse on customer trends and act as the voice of the customer to inform our product and marketing, design teams
• Strong English skills (both written and verbal) are critical to success. Internally, English is our designated language for team communication and our customers primarily communicate with us in English too.
• Speaking other languages is an asset to support our global customers with our interpretation solution.
• You are comfortable communicating with both technical and business-oriented roles within a company.
• You are a self-starter who always looks to take your work to the next level through automation and process improvement.
• You are someone with a high level of enthusiasm, curiosity, initiative, commitment, and professionalism.
• You are eagle-eyed and have a strong attention to detail when reviewing technical data and workflows.
• You have experience building relationships virtually and over e-mail
• You are someone who thrives in a fast-paced and changing environment
• You have some experience in Customer Service, Account Management, Project Management, or equivalent experience
• You know your way around a CRM and are comfortable using data tools to build reports and dashboards. It is desirable that you have extensive experience with Hubspot Workflows.
• You’ve previously deployed technology or support services with companies. Ideally, leveraging Claude or similar AI tools.

Benefits:

• We embrace remote work and a great work-life balance

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