Customer Success Analyst

Role Summary

We are looking for a Customer Success Analyst to join our team. In this role, you will ensure our clients optimise the use of eflow’s Regulatory Reporting and Surveillance platform, TZ. Reporting into the Head of Client Services, you will work with our sales, product development, programmes and Client Service teams to give the client a fantastic end-to-end and ongoing experience.

Primary Responsibilities

As a Model Developer, your role will involve:

• Providing customer support as a means of learning the eflow products and modules
• Building and maintaining strong stakeholder relationships via a client engagement plan to ensure we stay in tune with our clients’ needs
• Assisting with go-live process and delivering training for new customers
• Monitoring usage, proactively contacting clients and delivering training to maximise usage, including the identification of any change resistance
• Offering customers a clear view of their objectives to achieve maximum usage and deliver superior customer experience
• Acting as a product expert with a specific focus on usage and improvements
• Acting as the client’s voice/advocate and providing feedback to the internal team on how we can better serve our clients

Requirements

• Experience with software of SaaS service delivery and/or customer success management
• Commercial experience of working in financial services is an advantage
• Strong Excel and CRM skills
• BI Analytics experiences is preferred but not essential
• Excellent communication and interpersonal skills, with the ability to positively influence clients
• Excellent organisation, project management and time management skills
• Strong teamwork mentality and willingness to assist if needed
• Strong listening teamwork mentality and willingness to assist if needed
• Strong listening skills and ability to judge a situation and help customers effectively
• Strong relationship building skills, ability to be empathetic and good at “reading” people