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CSM Operations Analyst

Zoek Pin Greater Noida, Gautam Buddha Nagar, Uttar Pradesh


Permanent (Full time)

Posted 7 days ago

Our Company Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours! The challenge This position is part of the Adobe Customer Solutions (ACS) Customer Success Operations team and is mainly responsible for analyzing account activity, risk, and usage to support customer retention and growth. The CSM Ops Analysts support our World Wide Customer Success Management organization by analyzing account activity, risk, and usage to support customer retention and growth. The CSM Ops Analyst will deliver results in template or customer proposed templates. He/she will deliver results in predetermined standard templates or customer proposed templates. The ideal candidate should be analytical, engage with cross functional teams (CSM, Performance Management, Retention Marketing, Consulting, Customer Care, Product Manager, Sales, Renewals Team and Credit) to drive mitigation of customer renewal and satisfaction risk. What you’ll do Successful CSM Ops Analyst candidates have a proven track record of achievement in the following areas: Manage overall customer success operations to ensure high retention and renewal rate. Collects, analyzes and reports statistical data and service specifications to determine standards and establish quality and reliability. Assists in aggregating and interpreting working data. Should have Analyzes data gathered and develops solutions or alternative methods of proceeding. Formulates data gathering protocols for recording, evaluating, and reporting data. Performs high level root cause analysis. Re-configures existing reports. Gathers requirements from Stakeholders. Funnels ad-hoc requests from Stakeholders. Collects data to support changes to existing policies and procedures as needed. Analyzes current business processes and/or SOP’s and makes recommendations for improvement to maximize efficiency. Performs mathematical calculations and applies statistical methods to optimize service delivery processes, staff requirements, and service standards. Communicates with management, employees and customers to assist the development of service standards and publicize methods and results to create organizational learning and internal public relations. Coordinates quality control objectives and activities to resolve service problems, maximize service reliability, and minimize cost. Performs gap and risk analysis to identify and prioritize areas for organizational performance improvement. Follows up to ensure that savings are actualized, and the processes are followed. Communicates to Stakeholders regarding new tools, reports, capabilities, and changes. Review on-going product usage, account health, risks assessment, upsell/cross-sell, industry trends, customer trends, and competitor landscape. Document and deliver actionable insights for the account team to leverage in customer engagements. Deliver monthly or quarterly account review for upcoming renewals and mandatory product upgrades. Deliver professional quality content for presentations or client meetings. Provides actionable insights to various stakeholder groups Provides actionable insights into top issues focused on CX Analyze risk in Accounts and collaborate with stakeholders to create actions plans & risk mitigation strategies Follow up with cross functional teams and mitigate risk associated with the account What you need to succeed Bachelors (Mathematics, Statistics, MIS or related field preferred) with 4+ years of experience in business data analysis Master (Mathematics, Statistics, MIS or related field preferred) with 2+ years of experience in business data analysis Superior communication (both oral and written), presentation, and interpersonal skills. "Self-starter" personality with ability to self-motivate in fast paced environment with the ability to communicate clearly at all levels. Strong analytical approach grounded in measuring performance improvement and actionable results Hands-on experience with large amounts of data with ability to use Data Analysis tools like MS Excel, Macros, SQL, Tableau, Power BI, PowerQuery and Power Apps is a plus Knowledge/Experience in working on an ERP environment- Microsoft SQL Server, experience is preferred. Strong drive for results, ability to handle ambiguity and cross team dynamics Strong data gathering and analytical skills. Demonstrated ability to deal with change and be a team player. Ability to work in shifts 24x7. Most likely to work on EMEA time zone (12:30-9:30 PM). Excellent oral, written and interpersonal communication skills Ability to prioritize task and manage time effectively Ability to influence others and gain acceptance of your ideas Analyze Account health and present summary in easy to interpret fashion Stay abreast with new developments on Adobe Products and Solutions , competitive positioning in the market place and latest studies from business Journals. Be an Ideal team player and contribute towards team performance by sharing best practices and ideas on resolving issues. Displays Professional behavior and strong work ethics

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