We re looking for a great Customer Experience Analyst to assist our customer s in their use of Riversand s Syndigo s product offering to orchestrate customer success practices for our rapidly growing B2B SaaS company. This role is great for a person who is looking to build a successful career in Customer Success domain , customer experience domains work with a global team.

Your primary responsibilities:

• Work with C ustomer Success leadership to map the journey of a customer to business outcomes the customer is planning to ach ieve at each phase of their journey with Syndigo.

• Liaison with Product, Engineering, Op erations (Customer Support) and Customer Success team to drive various projects which would enhance the customer experience.

• Work with Business Leaders to refine business value framework

• Define metrics for tracking business value based upon defined customer KPI s and value realization framework

• Define customer usage metrics to be utilized to track product adoption

• Discover com m on platform issues/pain points across all customers and determine common themes based on detailed analytics to be presented individually to customers work with various teams to automate it for future.

• Prioritize common themes based upon product usage trends to be utilized to influence change/enhancements to the p roduct.

• Define process and delivery to proactively seek customer feedback on various aspects

• Collate findings of that feedback and report to Syndi go stakeholders

• Track and monitor customer feedback to increase online referenceability
  

What makes you the right fit:

• 3+ years of SaaS experience as a Customer Success Manager , Operations Analyst, Business An al yst , Business Process Analysts at a B2B SaaS business serving global (US/EU) customers.

• Worked with customers directly in any capacity . Customer Success would be an ideal one.

• Loves to play with Data master in Excel.

• Hands on with Power BI/ T abl ea u or any other Reporting tool

• Should have implemented tools like t ic keting system or CRM or Analytics or Customer Success tool or any other relevant B2B SaaS tools

• Strong written and interpersonal skills both written verbal

• Undergraduate degree (B.E/B.Tech) in IT or Computer Science.
  

Compensation Location:

• Bengaluru (Bangalore) location is preferred but open for remote location (within India)

• Compensation is best in the industry with a fixed as well as bonus.