Customer Success Analyst 

Who You Are:

You are a proactive, customer-centric professional who thrives on solving problems, building community, and driving customer success. You’re motivated by seeing customers succeed, and your analytical skills help you identify trends in feedback, turning insights into actionable improvements. As a customer advocate, you’re comfortable influencing product development and enjoy environments where clear communication and organization are key to making an impact. Passionate about customer experience, you’re excited to play a role in shaping a product that drives real results for businesses, fostering lasting customer relationships along the way.

The Opportunity:

Join Your Data Playbook (YDP) as a Customer Success Analyst and be at the forefront of enhancing customer experience and managing the entire customer lifecycle. You’ll directly impact YDP’s growth by being the voice of the customer, shaping our product’s evolution, and creating a meaningful customer journey. This is a role for someone who excels at wearing multiple hats and is passionate about customer success in a high-growth, data-driven environment.

Who We Are:

 At Your Data Playbook (YDP), we believe data is the most valuable asset of the 21st century. Our mission is to unlock this potential and deliver meaningful growth for eCommerce entrepreneurs worldwide.
We empower entrepreneurs by transforming their data into actionable intelligence, enabling them to identify and prioritize the most impactful opportunities for growth.
Join us in creating a future where harnessing data fuels success for every entrepreneur.

What You'll Do:

• Lead and optimize the entire customer journey, from onboarding to advocacy and win-back strategies.
• Collaborate closely with cross-functional teams, translating customer feedback and insights into impactful product improvements.
• Advocate for customer needs, ensuring our platform, resources, and processes continually evolve to enhance satisfaction and retention.
• Respond to product and membership inquiries, proactively troubleshooting and resolving customer issues.
• Manage and engage our YDP community, cultivating engagement and a sense of belonging across channels like our Facebook group.
• Gather and implement community feedback, driving continuous improvement in customer experience.
• Guide customers through various stages of their YDP journey, including onboarding, tier changes, and reactivations.
• Oversee the YDP event calendar and manage member communications, ensuring customers are informed and engaged.

Must-Haves in a Candidate:

• Exceptional written and verbal communication skills, with empathy, active listening, and adaptability to varied communication styles.
• Strong analytical and problem-solving skills to proactively address customer needs and drive product adoption and success.
• Technical proficiency and product knowledge to troubleshoot minor issues, guide clients through setups, and bridge customer needs with internal teams.
• Ability to prioritize effectively and manage time with a strong focus on quality.
• A fast learner who is comfortable with technology and able to simplify complex topics for customers.
• Strong sense of urgency, proactive problem-solving skills, and adaptability to new technologies.
• Familiarity with data visualization tools (e.g., Tableau) and a solid understanding of data-driven decision-making for strategic insights.
• Proven ability to collaborate cross-functionally, representing the voice of the customer to drive impactful change.
• Experience in data and analytics with applications for strategic business decisions.

Nice to Have in a Candidate:

• Experience in customer-facing roles within SaaS or tech environments, ideally in a B2B context.
• Familiarity with CRM systems, customer success platforms, and tools for managing customer relationships.
• Experience with eCommerce platforms or online marketplaces, with an understanding of their unique challenges and opportunities.
• Advanced skills in social media engagement and community management.
• Familiarity with YDP tools and platform features.

Details:

• Job Type: Full-time.
  
• Location: US, Panama, Remote.
• Salary: Competitive and dependent on experience.
• Benefits: Opportunity for growth and the ability to shape the future of the company.