Customer Success Analyst

4 weeks ago

Sandton, South Africa MagicOrange Full time

**MagicOrange So**ut**h Africa**

**About MagicOrange**

MagicOrange is a globally recognized leader in the IT Financial Management Software market, as acknowledged by Gartner. With customers and a strong presence on four continents, we are a Software as a Service (SaaS) provider in a high-growth phase. Our mission is to empower individuals and organizations, making them more valuable through our innovative software solutions.

**Location - Sandton, Gauteng**

**Reports to - Head of Customer Success**

**Job Summary**:
As a Customer Success Analyst, you will collaborate directly with some of our top account executives as you complement their account and engagement strategies with your distinct analytical and strategic perspectives and abilities. Together, as part of our Customer Success team, you will communicate and bring to life, the overall value proposition of our products and services to buyers to support key outcomes that are critical to their organization.

**Key Responsibilities**:

- **Data-Driven Insights**: Utilize data analytics and customer feedback to identify trends, understand customer behavior, and make informed decisions to improve retention.
- **Customer Engagement Programs**: Design and execute customer engagement programs, including regular customer meetings, supporting customer business reviews, training sessions, and personalized communications to enhance customer satisfaction.
- **Cross-Functional Collaboration**: Work closely with sales, marketing, and product teams to ensure a unified approach to customer success, incorporating customer feedback into product development and marketing strategies.
- **Customer Feedback and Surveys**: Implement feedback mechanisms and surveys to gather insights into customer satisfaction and identify areas for improvement.
- **Renewal Management**: Oversee the renewal process, ensuring timely communication with customers, addressing concerns, and negotiating terms to secure renewals.
- **Customer Advocacy**: Act as the voice of the customer within the company, advocating for their needs and ensuring they are addressed in a timely and effective manner.
- **Performance Metrics**: Track and report on key performance indicators (KPIs) related to customer success, such as Net Promoter Score (NPS), customer satisfaction, and churn rates.
- **Continuous Improvement**: Continuously seek ways to improve customer success processes and implement best practices to enhance the customer experience.

**Education Background**
- Matric,
- A relevant Bachelor’s degree in Finance, Information Systems, Computer Science, Engineering, or equivalent work experience.

**Previous Experience**
- Minimum 2 years of experience in customer retention or customer success in a SaaS environment.
- Experience in cost modeling would be beneficial but not required.
- Experience in Power BI and Power Query would be beneficial but not required.

**Skills and Requirements**
- Strong analytical skills and ability to derive insights from data.
- Exceptional communication and interpersonal skills.
- Strategic thinking with a focus on customer satisfaction and loyalty.
- Familiarity with CRM systems and customer success tools. HubSpot desirable.
- Ability to work independently and manage multiple priorities in a fast-paced environment.

**What we offer**
- Strong entrepreneurial spirit. The ability to make an impact and see the rewards of your efforts.
- Ongoing training on the latest technologies to aid automation for accountants.
- Be part of a high growth industry and product.
- A challenging career in an innovative company.
- Opportunity to influence, working in an open climate, close to decision makers at large blue-chip enterprise with the possibility to make a difference.
- A competitive remuneration package, with flexible pension options.

**Join us** at MagicOrange and help shape the future of IT Financial Management and FinOps Software by ensuring our customers achieve the highest levels of satisfaction and success.

**MagicOrange** is an equal opportunity employer, committed to promoting diversity and inclusion in the workplace. We value and appreciate the diverse contributions and perspectives of all our employees.

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