Enterprise Customer Success Analyst, Contract

This is a fully remote position, open to applicants in United States, +23 more locations.

📋 Description

• Establish trustworthy relationships with enterprise program administrators and key stakeholders.

• Facilitate client meetings and program evaluations, providing agendas, insights, recommendations, and documented follow-ups.

• Convert usage metrics, performance reports, and client feedback into strategies that enhance adoption, engagement, and outcomes.

• Organize and oversee service delivery in alignment with client priorities and operational commitments.

• Collaborate with Sales and internal teams to showcase platform and support-service value and identify opportunities for expansion.

• Act as the main contact point for client inquiries, service incidents, and technical escalations.

• Handle inquiries using Salesforce case management while ensuring accurate records and timely updates.

• Investigate issues by examining configurations and workflows, testing scenarios, and replicating reported behaviors.

• Differentiate between product defects, configuration issues, expected functionality, and training needs.

• Generate actionable Jira tickets detailing reproduction steps, expected and actual results, evidence, and business impact.

• Collaborate with Support, Product, and Engineering teams to advance issues and confirm resolutions.

• Identify recurring problems and implement proactive support, educational initiatives, and process enhancements.

• Conduct live training sessions for home-office administrators and end users.

• Clarify platform functionality and concepts related to website, email, and social media marketing.

• Keep client documentation, stakeholder information, program specifics, meeting notes, and action plans up to date.

• Lead cross-functional projects or initiatives to enhance service delivery, documentation, training, and client experience.

⛳️ Requirements

• Bachelor's degree preferred, or an equivalent mix of education and relevant work experience.

• Over 5 years of experience in Customer Success, Account Coordination, Account Management support, Client Services, Implementation, or a similar customer-facing capacity.

• Experience managing a book of business in a SaaS, technology, digital marketing, or financial services setting.

• Proficiency in coordinating client onboarding, training, implementation, or ongoing account support activities.

• Experience collaborating across functions with Sales, Delivery, Support, and other internal teams.

• Familiarity with digital marketing platforms, financial services technology, wealth technology, or compliance-related solutions is advantageous.

• Strong preference for candidates with experience supporting clients in wealth management, advisory, or home office environments.

• Excellent communication and presentation abilities.

• Strong troubleshooting and problem-solving capabilities.

• Effective project coordination and follow-through skills.

• Ability to evaluate issue severity, prioritize tasks efficiently, and manage multiple workstreams simultaneously.

• Keen attention to detail and a commitment to documentation discipline.

• Ability to work autonomously with minimal supervision.

• Strong analytical skills with the ability to recognize trends, risks, and opportunities for process improvement.

🏝️ Benefits

• Remote/home-office work arrangement.

• Inclusive and collaborative workplace.

• Equal employment opportunities.

• Reasonable accommodations during the application and hiring process.