CUSTOMER SUCCESS OPERATIONS ANALYST

We have recently launched a new digital commerce platform for airlines and extended our solutions and consulting services portfolio.

The Customer Success Analyst is accountable for developing a positive and productive relationship with the customer as part of the Branchspace Customer Success team. This role will proactively support, guide, facilitate and enable the customer to realise benefits from the implementation of our products into their organisation and ensure that performance is in line with what we expect. The aims of this role within the Customer Success team are to:

• Assist the customer with the adoption of Triplake products in a way that helps the customer on their journey to achieve their desired business outcomes.
• Enable the delivery of highest levels of customer satisfaction, monitor performance parameters and analyse any issues, driving effective and fast solutions, eventually measure satisfaction and perception of Branchspace with all key stakeholders in the customer organisations on a regular basis
• Document support processes to ensure learning, automation and continuous improvement
• Identify opportunities and new customer needs that will lead to new business and product enhancements

You will be responsible for

• Own any business impacting support/product issues through to resolution, as the voice of the customer
• Identify and understand customer outcomes required for both current and future need
• Proactively monitor the adoption of our solutions within the customer organisation to ensure that they are utilising Triplake products to their full potential and identify areas for improved utilisation and effectiveness
• Provide a level of coaching, advice or process feedback to the customer to establish more efficient practices
• Complete regular ‘case and error reviews’ and ensure the Customer receives a high level of support
• Define and follow customer satisfaction KPIs, including response times, issue resolution time, new product implementation time, issue prioritisation according to business impact
• Eventually measure satisfaction and perception of Branchspace with all key stakeholders in our customer organisations on a regular basis
• Help to organise customer meetings and customer focus groups as required
• Continually maintain an understanding of customer feedback relevant to Branchspace's position in the marketplace
• Work with customers within the restricted release process, providing a consistent point of contact for any issues and bug fixing
• Assist with the cross training of team members as required
• Assist marketing to develop case studies, write articles and generate thought leadership to support Triplake and Transform sales

You will have:

Experience, Skills, Knowledge, Qualifications:

• Ideally experience in customer success, client service or account management in a b2b software environment, ideally related to aviation or travel
• Strong technical skills
• Strong research and analytical skills, attention to detail
• Ability to work in a fast-paced environment
• Strong verbal and written communication. collaboration and influencing ability
• Experience working in a high-growth technology business ideally related to airlines and travel highly desired
• Creativity and problem solving skills

Education

• Degree in computer science, computing, IT or business systems desirable