Mid-level Customer Success Analyst

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🔥 58 minutes ago

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Knewin

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

📱 Media

💰 Series A on 2020-12

B2B • Media • Public Relations

Knewin is a reputation management company that helps strengthen brand image and engage stakeholders through comprehensive reputation management software. It offers crisis management solutions, media monitoring services, and competitive benchmarking to assess brand performance against competitors. Additionally, Knewin provides strategic PR services to enhance brand authority and visibility in the media, ensuring that companies can navigate their reputation strategically in a changing market.

📋 Description

• Manage an SMB client portfolio, ensuring adoption, retention and value delivery; • Oversee and validate actions performed by AI agents, ensuring their effectiveness; • Act as a consultant with clients in situations requiring relationship management, negotiation, or critical analysis; • Monitor portfolio KPIs and translate data into action plans; • Identify expansion opportunities and implement churn mitigation strategies; • Propose improvements to playbooks, customer journeys and operational automations; • Use AI to personalize communications, prioritize actions and increase productivity; • Share learnings and contribute to the evolution of the processes and agents used by the team; • Work collaboratively with Product, Marketing, Onboarding and Support to enhance the customer experience.

🎯 Requirements

• Experience managing SaaS customer portfolios in Customer Success; • Knowledge of retention, adoption, expansion and health score metrics; • Experience with CRM, Customer Success platforms and automation tools; • Analytical ability for data-driven decision making; • Familiarity with applying AI to Customer Success.

🏖️ Benefits

• Comprehensive medical and dental plan to support your overall well-being. • Access to telemedicine services for convenient, secure consultations. • Health-focused programs to help you stay at your best. • Meal allowance / meal voucher for convenient, balanced meals. • Special holiday (Christmas) meal allowance to celebrate the season! • Gym membership plan to support your fitness routine. • Home office allowance for greater comfort and productivity. • Knewin Fit program: health and wellness as part of your routine. • Pet health insurance to care for the furry members of your family. • Birthday day off: because your special day deserves to be celebrated! • Short Friday — earlier finish to give you more time to rest. • Travel program: access to opportunities for trips that promote well-being.