Client Success Analyst

Summary

Join RethinkFirst as a Client Success Analyst (Contract, Temporary) and partner with the Customer Success department to develop short- and long-term strategies. Leverage your analytical and communication skills to provide actionable insights, utilizing your deep understanding of Customer Success/SaaS metrics. You will support long-term account strategy planning, create and maintain reporting and analytics, and own data analysis and insight delivery. This role requires identifying client needs, developing customer trends, and proactively seeking other areas for analysis. The position is a temporary contract lasting approximately 4-6 months and is remote.

Requirements

• 7+ years’ experience in an analyst function
• Ability to perform advanced analysis in Microsoft Excel and Google Sheets
• Experience with data visualization tools such as PowerBI and Tableau, and relational databases
• Strong understanding of SaaS business metrics
• Own and execute your projects from start to finish
• Experience in SaaS business models
• Excellent presentation and communications skills - a comfortable and engaging delivery style
• Track-record of data driven projects that have made an impact on the business
• Ability to quickly adapt based on business needs and prioritize appropriately
• Ability to engage and drive trust with internal teams to foster collaborative partnerships
• Ability to work effectively and manage multiple projects and tasks concurrently
• Excellent active listening and interpersonal skills
• Influential - ability to influence others
• Empathetic: able to understand the needs and pressures of others and develop plans and programs to best address those needs
• Proactively builds and maintains a strong knowledge of healthcare landscape, market trends, and potential threats customers face. Coordinates with internal team members to gather industry data of assigned accounts
• Understanding of mental wellbeing market, needs, and challenges

Responsibilities

• Support long-term planning of account strategy and coverage model for Customer Success as it best compliments the goals of the revenue organization
• Create and maintain reporting and analytics available to Customer Success
• Own data analysis and delivery of insights to CS team and leadership for success metrics
• Partner with CS team to identify needs within their unique clients, develop customer trends through data, including; Customer lifecycle stages, product adoption, NPS, renewals and retention
• Proactively identify other areas of the business for analysis and ad hoc reporting projects within CS

Preferred Qualifications

5+ years’ experience in customer success, or operations functions preferred

Benefits

#Remote