Job Description
Senior Analyst, Customer Success Centre
Full-Time in Bracknell, GB – Remote OK
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.
While we support customers across the globe, this role is unique in that you will focus partly on supporting one of our strategic retailer programs in Europe. We are looking for a bi-lingual candidate speaking fluent French and English. Additional languages such as Flemish and German are a plus. You will succeed by ensuring prompt support (yourself and the team), clear communications and driving escalations within the responsibilities of the Customer Success Center. Ideal location is Belgium, but remote locations will be considered.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Customer Success:
- Maintaining dashboards used to monitor support performance, making any needed adjustments to the process
- Maintaining strong customer relationships by deploying a direct, proactive communication strategy
- Regular communication and updates to IRI account management team
- Provide low or tech-touch account management to small/mid-size customers where needed to foster adoption and enhance the customer experience
- 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:
- Improve efficiency of the CSC through identifying opportunities and implementing solutions
- Track and document successes regularly
- Promote and develop self service knowledge management
QUALIFICATIONS:
- Experience within the CPG and/or Retail industries
- Strong verbal, technical and written skills in English and French
- Advanced knowledge of Microsoft suite of applications, including PowerPoint, Word and Excel
- Strong organizational skills
- SalesForce experience is preferred
- German and Flemish spoken languages are a plus