Drips Dallas , TX 75201
Posted 3 weeks ago
Client Success Analyst
About Drips
Drips enables enterprises to connect with consumers through an AI-powered conversational outreach strategy that includes human-like two-way texting, scheduled calling and voicemail messages. Backed by a proprietary natural language processing model, our platform has handled over half a billion humanized conversations to date, enabling us to deliver automation at a scale that no other competitor in the messaging industry has been able to match. That's why we're the platform of choice for some of the world's most recognizable enterprises.
Drips' focus on empowering enterprises to capture intent and drive meaningful conversations has sparked rapid growth since the company was founded in 2016. Drips nearly tripled 2019 sales in 2021. We are well funded and looking to accelerate the next era of growth and expansion of our team.
However, we're more than just a high-growth company; we're also a community. Even though we work remotely, we still embrace the core values that help us achieve personal growth. Every member of the Drips team has a direct impact on our company! If you want to love the product you work on, solve hard problems, and grow your career - we want to talk with you!
Job Overview
The Client Success Analyst is a critical component of the Client Success team, living in the critical details of our clients' Drips campaigns. The ideal candidate for this intermediate-level to mid-level role is determined to help clients achieve and surpass the success metrics laid out for each campaign. They are responsible for reviewing daily, weekly, and monthly performance trends to identify performance issues to remedy or think up creative solutions to optimize a campaign. For optimizations, they will identify A/B tests and align with the client and Client Success Manager to run and then manages implementation and results. A Client Success Analyst must be able to wear many hats as they move from analyzing performance data into summarizing it and implementing performance optimizations. In addition, the CIM must execute these job responsibilities within the framework of Drips Core Values. Additional duties and responsibilities as assigned.
Duties/Responsibilities
The Client Success Analyst role can be broken down into two key areas. Those key areas and the related responsibilities include:
Project Performance Analysis
Become an expert at the inner workings of a Drips campaign - how it is set up in the Drips platform and the key pieces of the campaign to analyze on a regular basis. Utilize internal tools such as Salesforce and Tableau to thoroughly understand campaign performance trends.
Review daily, weekly, and monthly performance against success metrics defined for each campaign. Dig into areas of poor performance to resolve issues or identify improvement opportunities, including opportunities for A/B tests.
Provide operational support to the Client Success team by applying product knowledge and problem-solving skills to drive success of campaigns, address reported issues, and answer requests.
Partner with Client Success Manager to deliver performance reporting for client campaigns. Create supplemental performance reports to provide detail supporting recurring performance reviews (weekly, biweekly, monthly, quarterly depending on client profile).
Utilize Salesforce Cases to communicate campaign design requirements to Production team for setup. When setup is complete, test prior to launch, then analyze initial performance.
Cross-Functional Effectiveness
Operate in a cross-functional team supporting a shared set of clients. On a regular basis, a Client Success Analyst will collaborate with a Client Success Manager, Project Manager, and Account Manager. They will also be responsible for collaborating with Production team members for campaign setup and testing.
Ensure relevant client documentation related to performance and troubleshooting is produced and maintained in appropriate systems for internal and external use.
Actively use key internal systems (Salesforce, Tableau, HelpJuice) to manage, monitor and document client account information and performance.
Work with team members to identify opportunities to further evolve, standardize and improve client success operations.
Profile for Success in this Role
Friendly, flexible, and comfortable working with a variety of internal teams across Sales, Operations, and Product Development.
Detail-oriented and committed to digging in deep to solve problems and overcome obstacles
An articulate communicator who doesn't shy away from a challenge.
Comfortable working in a fast-paced and ever-changing startup software company environment in which process is constantly developing.
A positive can-do attitude in a culture that prides itself on the belief that we are stronger together.
A team player with patience for ambiguity.
Eager to contribute & not afraid to ask questions.
Required Skills
Bachelor's Degree or equivalent customer service or account management experience.
2-4 years of experience in a technical environment and/or as a relationship-building professional.
Adept with Microsoft Office suite. Fast learner of software (Salesforce, Tableau).
Experience or comfort with using Microsoft Teams and other messenger services to communicate.
Comfortable translating complex ideas and issues to an uninformed audience.
Ability to manage and support tasks and due dates for multiple clients at once.
Strong organizational skills. Keen ability to pay attention to the details.
Exceptional verbal and written skills.
Must be a self-starter able to work with limited supervision.
Ability to work independently as well as part of a team in a remote environment.
Preferred Skills
Experience in affiliate marketing or lead generation space, marketing campaign management.
Working knowledge of web-based SaaS products.
Experience working in a growing tech company.
Experience in a performance marketing environment
Experience working with enterprise clientele.
Drips Core Values
Drips core values are central to how each employee executes their role daily and exceeds. Below are how we exceed in each core value
Lean
Passion
Happiness
Improve
Team
Must be currently living in the U.S. / are authorized to work in the U.S.
Drips