Customer Success Analyst
Contour Software
Lahore, Punjab, PK
1h ago

The Division :

Constellation's Dealership Group (https : / / constellationdealer.com) provides software and related services to dealerships across North America.

It is comprised of market leading product lines which offer mission critical software across the following specialized dealership markets : Outdoor Power Equipment ( "OPE ), Power Sports, Agriculture, Lift Truck, RV, and Marine.

The Constellation Dealership group is part of Constellation Software Inc., a Canadian-based company with annual revenues of approximately $3.5 billion.

Division Link : https : / / constellationdealer.com

The Position :

The Constellation Dealership Groups OPE Business team is looking for a Customer Success Analyst at the Contour office in Lahore, Pakistan.

This individual would be responsible for conducting analysis to extract key insights from customer data and for providing recommendations to assist the management team (Support, PSG, Product, R&D) improve customer experience and reduce customer attrition.

The end goal is to reduce controllable customer attrition by 15% through providing timely and relevant insights to the management team.

We are seeking an individual that is analytical, detail-oriented and who works well independently.

Primary / Outcome's include :

  • Customer attrition analysis (gather / reconcile data from multiple sources, create and maintain exit interview process) to identify and share trends with the management team.
  • Drive Net Promoter Score process with 3rd party marketing partner (provide customer lists, update systems, follow-up with non-responses, create reports and identify trends)
  • Analyze support tickets to identify :
  • Problem areas for Product / R&D (work with Support Team Leads)
  • Customers to prioritize for check-in calls from the Support Manager
  • Create and distribute top customer report cards to the management team (based on ticket stats, usage (where available), survey results) to identify red, yellow, green attrition risk levels
  • One-time analysis projects, as required
  • Competencies :

  • Financial / Analytical Acumen : Strong data analysis and reporting skills.
  • Excel Super User : Pivot tables, Large data sets / merging / vlookups, reporting and dashboard.
  • Strong Communication Skills : Presenting insights from detailed data in written and oral format.
  • Work Ethic : Works proactively, persistently, efficiently and is self-directed.
  • Collaboration : Ability to work effectively with and partner with the management team.
  • Educational / Technical Requirements :

  • Bachelor's degree or equivalent ( preference for accounting or business management )
  • Minimum of 1 3 years of experience working in of data analysis experience (Financial Planning & Analysis, Sales Operations, Marketing)
  • Basic Accounting knowledge would be preferred
  • Strong working knowledge of Microsoft Office
  • Advanced Microsoft Excel skills
  • Knowledge of Salesforce would be an asset
  • Enthusiastic, quick learner with strong attention to detail
  • Polite, professional, and tactful.
  • Outstanding command of English (verbal and written). Experience living or studying in North America or the U.K. would be a plus.
  • Work Shift :

  • 9 AM to 6 PM Eastern Standard Time
  • 6 PM to 3 AM Pakistan Time
  • Willing to work weekends, if required
  • Exciting Benefits we offer :

  • Market-leading Salary
  • Medical Coverage Self & Dependents
  • Parents Medical Coverage
  • Provident Fund
  • Employee Performance-based bonuses
  • Home Internet Subsidy
  • Conveyance Allowance
  • Profit Sharing Plan Tenured Employees Only
  • Life Benefit
  • Child Care Facility
  • Company Provided Lunch / Dinner
  • Professional Development Budget
  • Recreational area for in-house games
  • Sporadic On-shore training opportunities
  • Friendly work environment
  • Leave Encashment
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