Customer Success Analyst

Summary

Join Panoptyc, a rapidly growing, fully remote team revolutionizing loss prevention in retail, as a Customer Success Analyst. You will manage a portfolio of approximately 40 mid-market clients, ensuring they effectively utilize the platform and achieve desired outcomes. This role involves regular client engagement, collaboration with internal teams, and gathering product feedback to enhance the customer experience. You will report to the Head of Customer Success and Customer Success Lead, leading initiatives to drive customer engagement and value. The ideal candidate possesses strong customer-facing experience, technical aptitude, and excellent communication skills. Panoptyc offers competitive compensation and other benefits.

Requirements

• A minimum of 4 years of customer-facing experience in roles such as customer service, customer success, or sales
• Strong technical aptitude with the ability to troubleshoot and resolve technical issues
• Excellent written and verbal communication skills in English
• Availability to work during East Coast business hours
• Strong and reliable internet connection
• Alignment with our company values and culture
• Shift: Must be willing to follow US EST

Responsibilities

• Manage a portfolio of approximately 40 mid-market customers, ensuring regular engagement through monthly meetings
• Collaborate with account stakeholders to ensure they derive maximum value from our platform
• Work cross-departmentally to gather all necessary information to enhance the customer journey and overall experience
• Report directly to the Head of Customer Success and the Customer Success Lead
• Gather and relay product feedback from customer interactions to the Head of Customer Success and Head of Product
• Lead initiatives and projects aimed at driving customer engagement and delivering customer value

Preferred Qualifications

• Experience with CRM systems (e.g., HubSpot) is preferred but not mandatory
• Familiarity with ticketing systems (e.g., Zendesk) is an advantage but not required

Benefits

• Compensation: $10-$12USD/hr
• Other benefits when applicable