Senior Customer Success Analyst - Remote

Overview

Quiq, a leader in enterprise agentic AI for customer experience (CX), is looking for a dynamic and experienced Customer Success Analytics Analyst or Manager to join its growing team. This pivotal role will focus on developing robust reporting methodologies, creating value-driven reports for enterprise clients, and collaborating with engineering to enhance the analytics capabilities of Quiq's cutting-edge platform.

In Short

• Develop and standardize reporting methodologies and templates for customer success.
• Work directly with enterprise customers to identify the goals the customer wishes to achieve from our product and to analyze the customer’s data to determine the achievement of those goals.
• Analyze customer data to identify trends, insights, and opportunities for improvement.
• Perform conversational analysis with data to identify opportunities for improvement.
• Collaborate with the customer success team to monitor customer health and proactively address potential issues.
• Partner with the engineering and product teams to define and prioritize reporting and analytics features.
• Translate customer feedback and reporting needs into enhancement requests for the product roadmap.

Requirements

• Proven experience in a customer-facing analytics role, preferably within a B2B SaaS company.
• Expert level knowledge of contact center operations, preferably including the performance measurement of AI and human agents.
• Demonstrated ability to create and present value and usage-based reports to enterprise clients.
• Strong analytical and problem-solving skills with proficiency in data analysis tools such as SQL and data visualization platforms like Tableau.
• Experience working collaboratively with engineering, product, and customer success teams.
• Excellent communication and presentation skills, with the ability to convey complex data in a clear and concise manner.

Benefits

• Market competitive total compensation package
• 100% company paid family medical and 100% individual dental and vision insurance coverage
• Flexible, unlimited vacation policy
• Stock options
• Strong company culture