Job Description
Job Title: CUSTOMER SUCCESS CENTER ANALYST
Full-Time in United Kingdom – Remote OK – Associate – Supply Chain Customer Success Centre
Department: Customer Success Center
Reports to: Manager, Customer Success
POSITION SUMMARY:
Working for Retail Solutions Inc an IRI company, this role is within in the Supply Chain Center of Excellence. The Customer Success Analyst is part of the Retail Solutions’ Global Customer Success Team. The primary responsibilities include managing some of the world’s largest consumer goods manufacturing companies, providing value-based services to our customers, assisting in our Software-as-a-Service (SaaS) applications, contributing to internal cross-functional projects, and performing all other customer success analyst related functions.
For IRI colleagues, we focus on the moments that matter. From meaningful work and impact to continuous improvement we challenge ourselves to grow both professionally and personally. You’ll feel a true sense of connection and purpose in your work and will craft the direction of your career in a highly personalized way. No matter the department you join, you’ll find yourself constantly growing and developing the skills of the future to deliver client growth. We believe in the undeniable strength that diverse people, culture, thought and skill bring to our business, our clients, our people and our communities. We are committed to nurturing a dynamic culture that embraces and celebrates openness, collaboration, creativity, equity, inclusivity and growth for all.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Customer Success
- Uphold RSi’s service levels and core values through all internal and external interactions
- Assist with service delivery where there are product gaps may exist
- Develop customer relationships to promote RSi adoption and user success
- Guarantee quality omnichannel support for internal and external customers
- Ensure success of end users through training and support across RSi products, applications and key use cases
- Provide low or tech-touch account management to small/mid-size customers without a dedicated resource
- Analyst may be required to perform other customer success responsibilities, including, but not limited to, data quality validation of models and managing user provisioning
Operational Efficiency
- Promote and develop self-service knowledge management
- Track and document successes regularly
RSi Collaboration
- Working adoption of all RSi internal tools – ex. MS Teams, Jira, Salesforce, etc.
Upskilling CSC
- Utilize small groups to build expertise while driving key RSi initiatives
- Continually build expertise on RSi offerings
- Assist in new employee training program and development
- Align with global team members to ensure consistent experiences and visibility
- Peer audit quality of team interactions with customers
- Build out a network of relationships with retail customers and technology industry contacts
QUALIFICATIONS:
- Bachelor’s Degree (preferably in Business)
- Experience with supporting customers in the CPG/Retail industry
- Strong verbal, technical and written English skills
- Advanced knowledge of Microsoft suite of applications, including PowerPoint, Word and Excel
- Maintain strong organizational skills
- SalesForce experience is preferred
- Multiple spoken languages are a plus
EQUAL OPPORTUNITY EMPLOYER:
It is the policy of Retail Solutions Inc. to provide equal employment opportunities to all employees and applicants for employment. All employment practices such as recruitment, selection, promotions, and other terms and conditions of employment are administered in a manner designed to ensure that employees and applicants for employment or services are not subjected to discrimination on the basis of age, race, color, sex, sexual orientation, national origin, ancestry, medical condition, disability, marital status, religious or political preferences or union affiliation.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing duties of job, employee will need to:
- Sit for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
- Frequently communicate both written and verbal with vendor and internal customer(s) to exchange accurate information regarding business needs