Customer Success Analyst

POSITION: CUSTOMER SUCCESS ANALYST

Location: Sunnyvale, CA

Experience: 2 to 3 Years

Job Summary

As an eGain Customer Success Analyst (CSA), you will retain and grow customer accounts, promote adoption, and ensure high customer satisfaction. This hands-on role requires you to understand customer's business needs and goals, and act as a "trusted advisor," working strategically with operational and executive teams. You should be proactive and self-motivated, have excellent communication and negotiation skills, attention to detail, and strong business acumen.

Duties/Responsibilities

• Focus on customer satisfaction, monitor usage and engagement with eGain's solutions, identifying opportunities for increased adoption, and advocacy to ensure retention and promote growth.

• Offer precise, proactive, and detail-oriented insights into account statuses.

• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities

• Provide regular reports and analysis on customer health and success metrics, identifying trends and areas for improvement.

• Develop innovative solutions to meet customer needs and enhance customer engagement.

• Collaborate closely with diverse, cross-functional teams throughout the customer lifecycle.

Education and Experience

• Bachelor's degree (preferred) with 2+ years in customer-facing roles in tech and consulting.

• Excellent negotiation and customer service skills.

• Strategic and tactical communication with senior executives and operational teams.

• Strong customer empathy and passion for driving revenue and growth.

• Willing to travel up to 10%.

Our Hiring Process is "Easy with eGain"

Step 1: Written test (should take roughly 120 minutes of your time)

• Aptitude section

• Functional section

We will let you know within 2 business days of taking the test if you have progressed to the interview stage. The interview will be scheduled no later than 7 calendar days after the test.

Step 2: Panel interview (max 60 minutes)

Next Step

Email your resumé to [email protected] with the position title "Customer Success Analyst" in the email subject.

Compensation

• The base salary range is $80,000 to $160,000. Your base salary will be determined based on your location, experience, and the pay of employees in similar positions.

• Performance-based bonuses tied to individual and company performance.

• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.

• Restricted stock or stock option grants, subject to company policies and performance.

Please note that the compensation package can vary based on the candidate's qualifications and experience level.