Customer Success Operations Analyst

About the role

CureMD is looking for a Customer Success Operations Analyst, a dynamic and analytical role for a tech-savvy professional who uses data to optimize processes and automate them. The analyst works on data analysis, reports and dashboards, and helps improve efficiency so that customer success can succeed.

Key responsibilities

• Analyze customer success data to identify trends, patterns and areas for improvement.
• Develop and maintain reports and dashboards tracking key customer success metrics.
• Collaborate with customer success managers to understand their needs and find process improvements.
• Create and maintain documentation of customer success processes and workflows.
• Monitor the sales-to-customer-success handoff and suggest improvements.
• Automate tasks and workflows to reduce manual work for customer success managers.
• Run customer surveys to measure satisfaction and find improvement opportunities.
• Help plan the growth of the customer success team.
• Work with the compensation team to design and manage incentive programs.

Required profile

• Bachelor's degree in a related field such as Business, Statistics or Mathematics from the listed institutions only.
• 1-3 years of experience in customer success, customer operations or a related field.
• Ability to work independently and manage several projects at once.
• Excellent communication and collaboration skills.
• Detail-oriented with strong organizational skills.

Required skills

• Strong analytical skills and experience with data analysis and reporting.
• Familiarity with customer success metrics and processes.
• Experience with Salesforce or other CRM tools.
• Tech-savvy mindset and experience with automation and optimization tools.

What we offer

• Competitive salary and bi-annual bonus, with fast-track, uncapped career growth for high performers.
• Company-sponsored vehicle financing (car and bike) and interest-free loans.
• Provident Fund: CureMD matches up to 8% of base salary.
• In-house clinic with 24/7 telemedicine, hospital treatment monitoring and comprehensive family health coverage.
• Pick-up and drop-off for female employees, in-house daycare, gym and recreational area.
• Sponsored training, workshops, development programs, retreats and paid certifications.