Senior Customer Success Analyst

Summary

Join Quiq, a leader in enterprise agentic AI for customer experience, as a Customer Success Analytics Analyst or Manager. This role involves developing robust reporting methodologies, creating value-driven reports for enterprise clients, and collaborating with engineering to enhance Quiq's analytics platform. You will work directly with enterprise customers, defining and building reporting templates that demonstrate the value and usage of Quiq's solutions. A key aspect is translating complex data into actionable insights, identifying additional opportunities, and informing Quiq's engineering and product teams to improve reporting and analytics. The ideal candidate is data-driven, passionate about customer success, and skilled in translating data into value. This role is crucial for customer success and platform innovation.

Requirements

• Proven experience in a customer-facing analytics role, preferably within a B2B SaaS company
• Expert level knowledge of contact center operations, preferably including the performance measurement of AI and human agents
• Demonstrated ability to create and present value and usage-based reports to enterprise clients
• Strong analytical and problem-solving skills with proficiency in data analysis tools such as SQL and data visualization platforms like Tableau
• Experience working collaboratively with engineering, product, and customer success teams
• Excellent communication and presentation skills, with the ability to convey complex data in a clear and concise manner

Responsibilities

• Develop and standardize reporting methodologies and templates for customer success
• Work directly with enterprise customers to identify the goals the customer wishes to achieve from our product and to analyze the customer’s data to determine the achievement of those goals
• Analyze customer data to identify trends, insights, and opportunities for improvement
• Perform conversational analysis with data to identify opportunities for improvement
• Collaborate with the customer success team to monitor customer health and proactively address potential issues
• Partner with the engineering and product teams to define and prioritize reporting and analytics features
• Translate customer feedback and reporting needs into enhancement requests for the product roadmap

Preferred Qualifications

• Prior experience with Agentic AI for customer service, with an understanding of how to measure the ROI of AI solutions
• Experience in conversational analysis

Benefits

• Market competitive total compensation package
• 100% company paid family medical and 100% individual dental and vision insurance coverage
• Flexible, unlimited vacation policy
• Stock options
• Strong company culture