About the job

Type: Full Time

Location: Hybrid

Minimum qualifications:

• BSc degree in Business Administration, Management Information Systems, Operations, Data Analytics or a related field
• 2 years of experience in a client facing role
• Client project management experience
• Strong knowledge of excel functions
• Ability to manage large data sets in Excel
• Proven ability to manage multiple tasks or projects with changing priorities
• Exceptional written and oral communication skills; ability to listen and work with customers in real-time
• Proven ability and flexibility to adapt to a fast-paced environment

Preferred qualifications:

• Experience with ERP or sourcing systems
• Supply chain or strategic sourcing experience

About The Role

Customer Success Analyst plays a critical role in Sourcing Value’s implementation phase and throughout the customer account lifecycle. Sourcing Value’s core offerings heavily relies on a clean and complete data set, and you will be responsible for supporting the onboarding of new clients by consolidating and maintaining data in Excel. You will also be accountable for maintaining data in Sourcing Value’s databases in collaboration with Sourcing Value customers and Sourcing Value’s development team. You will support Customer Success Team to ensure customers are getting the best value out of Sourcing Value and establish and maintain close relationships with various internal departments to improve Sourcing Value product for an exceptional user experience.

Who we’re looking for

• A positive, intelligent and energetic customer partner
• A collaborative and dynamic team player who is committed to problem solving and continuous improvement
• A lover of all things data with an impeccable attention to detail
• A proactive go-getter who always thinks three steps ahead

Responsibilities

• Support onboarding of new clients and retention of existing clients by compiling and managing customers’ raw material data in Excel
• Maintain a high customer satisfaction by supporting Customer Success Team with customer onboarding project management
• Work closely with Customer Success and technical support teams to triage requirements, resolve issues and deliver best-in-class support to our customers
• Ensure all issues are properly logged as part of Sourcing Value’s SLA responsibilities, create reports to categorize the type of issues reported to help with long-term planning of product improvements
• Understand the Sourcing Value product thoroughly and conduct testing to ensure all features are working as per the requirements
• Support Quality Assurance team by thoroughly testing Sourcing Value and identifying improvement areas
• Document processes for client and internal use – such as how to guides and client-facing Production release documents