Customer Success Analyst – International
As a member of the growing International Customer Success team, you get the chance to find and implement new opportunities to support, and ultimately retain our customers with existing Portfolio accounts!
What is Cool About This Job
In this role, you will be working hand in hand with the Portfolio Technical Success Manager - International to identify trends causing churn, collaborate with Global teams to determine areas for improvement and drive increased retention.
The Day to Day
Customer Success Analyst:
- A key result is to develop our Customer Success operation into a highly data-driven business where we can measure, analyze and optimize our engagement with our Portfolio customers
- Establish strategies to identify and retain customers in your portfolio, that may be a churn risk, utilizing reports developed in collaboration with our Business Intelligence team. Work alongside the Technical Success Manager and cross functional teams to mitigate the risk of churn of identified accounts and improve customer retention
- Collaborate with Customer Success Leadership and relevant stakeholders across the Enterprise and SMB Business Units to develop repeatable, scalable and measurable retention activity tracking processes and reporting
- Lead the downgrade process for customers in the International Business Unit
- Responsible for understanding and communicating on the health of the International Portfolio Customer base
- Educate customers on new or underutilized products and features to drive adoption. You will collaborate with the Technical Success Manager to determine if any support is needed to activate/adopt all products purchased by or assigned to customers
- Develop and implement effective win-back strategies for your portfolio of customers who have churned
- Analyze and figure out which behaviours and patterns make customers successful, maximise these successful approaches and run tests to improve them
- Accountable for client renewal and retention results
- Build strong advocates and actively encourage product feedback, customer references, case studies and speaker engagements
- Build positive relationships across complementary teams within WP Engine to provide a flawless customer experience
- Experience in customer-facing roles that require understanding the customer’s goals and objectives, collaborating through challenging situations, finding solutions, and driving results
- Proven track record to work under own initiative to make decisions that deliver results within tight timelines, agreed service levels and to a consistently high standard
- Demonstrate ability to manage, motivate, and influence work & team behaviours
- Use two way discovery to uncover customer needs and match solutions to that need with a shown ability to articulate a vision that resonates with WP Engine customers and demonstrates value.
- Curious problem solver who has enthusiasm for collaborating on new ways to elevate customer experience and adoption
- Thrives in a multitasking environment and can adjust priorities on the fly
- Outstanding verbal, written, presentation and interpersonal communication skills
- Be yourself. Casual Dress code.
- Giving back! Company volunteer/fundraising activities.
- Remote First Company - work from home.
- Market Competitive Compensation.
- Work From Home Stipend
- Stock Options (Every employee is an owner in the company)
- VHI Healthcare & Dental
- Income Protection
- Thrive Pass - Expense up to €80 per month on anything that makes you happy!
