Associate Customer Success Analyst

5 months ago

Cape Town, South Africa Impact.com Full time

**Our Company**:
**Why this role is exciting**:
As a Customer Success Analyst, you will work closely with our Customer Success team by analyzing data and providing them actionable insights to ensure we maximize the growth potential of our clients, drive new partnerships, and identify any potential churn risk. Additionally, you will work closely with clients to gather feedback, find trends, and identify opportunities for automation and areas for improvement within the platform.

This role requires a combination of excellent communication skills, an understanding of customer needs, the ability to work independently but also collaborate effectively, and a deep data drive, analytical, and critical thinking mindset.

**Essential Responsibilities**:

- This role will have a requirement of overlapping with our US office hours in Pacific Standard Time (PST) hours at least 2 days per week
- Analyze data and provide insights on the growth potential of our clients so we can align our engagement efforts with customers
- Develop and maintain ETL processes to create useable and valuable data objects for the company
- Use data to predict what kind of product or service will be most useful for clients in the future
- Gather information from various sources and interpret patterns and trends
- Monitor and report on metrics and KPIs
- Learn the Impact Reporting Tools
- Learn the Impact Databases (which data is where, and how to find what you need)
- Build dashboards and reports in Domo, Looker, and Salesforce
- Provide trend analysis and actionable insights on new and existing partnerships
- Measure the effectiveness of advertiser's campaigns and strategies
- Convert complex data and findings into understandable tables, graphs, and written reports
- Perform ad hoc benchmarking and gap analysis research for clients
- Identify opportunities for automation and areas for improvement within the platform
- Define the methods and metrics by which we'll measure progress and success
- Provide customer insights and share optimization opportunities based on customer data
- Other duties as assigned by the Company

**Core Competencies and Required Experience**:

- Strong analytical and critical thinking
- Curious, with the ability to think in different context
- Qualification in statistics, mathematics, or a related field
- Detail-oriented and able to efficiently prioritize tasks
- Strong interpersonal and communication skills and ability to build relationships with stakeholders
- Self-motivated and able to work independently, while also collaborating effectively with internal teams
- Ability to tackle a complex problem and break it down into understandable smaller components
- SQL and Python skills a plus
- Keen interest in Lean Management techniques and methodologies
- Expert Excel / Google Sheets skills required
- Experience with data visualization software required (Tableau, Looker, DOMO, or similar)
- Familiarity with the affiliate marketing industry or performance marketing is a plus
- Experience using a CRM tool (e.g. Salesforce) is a plus

**Benefits/Perks**:

- **Unlimited PTO policy**
- Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
- **Training & Development**
- Learning the advanced partnership automation products
- **Medical Aid and Provident Fund**
- Group schemes with Discovery & Bonitas for medical aid
- Group scheme with Momentum for provident fund
- **Stock Options**
- 3-year vesting schedule pending Board approval
- **Internet Allowance**:

- **Free **Affiliate & Partnerships Industry Fundamentals Certification** by PXA**:

- **Flexible work hours**:

- **Casual work environment**

**_ This position will be based in Cape Town_**

LI-RL1

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