Mid-level Customer Success Analyst – Hype

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4 days ago

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Operand

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B2B • SaaS • Marketing

Operand is a project management software designed specifically for advertising agencies and marketing teams. It streamlines project organization by integrating various workflows, allowing team members to collaborate effectively on tasks and projects. With features like task delegation, activity management, and real-time progress tracking, Operand enhances productivity and improves the overall efficiency of teams across different departments.

11 - 50 employees

Founded 2009

🤝 B2B

☁️ SaaS

📋 Description

• Actively follow up with leads who create trial accounts. • Reach out directly to understand context, pain points, and whether Hype meets their needs. • Accelerate the onboarding, activation, and early-results journey through user education. • Maintain close relationships with the active user base to ensure satisfaction and retention. • Monitor customer health and take proactive measures to mitigate potential risks. • Be available to assist customers in any situation with clarity, empathy, and speed. • Create a simple, human, and solution-oriented support experience. • Strengthen the partner network, including influencers and related companies. • Identify business opportunities and channels. • Create content in multiple formats, simply and directly, to support the user journey. • Provide training on Hype for other business units within the Operand ecosystem. • Produce support materials, guidelines, and best-practice documentation. • Communicate product updates and new features. • Continuously talk with users to map improvements, suggestions, and needs. • Collect success stories and case studies. • Deliver structured insights to the Product team.

🎯 Requirements

• Customer Service/CS: prior experience and strong ability to manage client conversations. • Tools and CRM: familiarity with customer support and CRM tools. • Social media: intermediate understanding of the main platforms. • Written and verbal communication: clarity for tutorials, guidance, and customer interactions. • Consultative service: ability to identify clients’ pain points and needs. • Data analysis (desirable): ability to read basic metrics and generate insights.