Customer Success Analyst - CRM
Easy Apply
Posted
Our client an award winning SaaS organisation providing software solutions to the SME marketplace is now seeking an experienced Customer Success Analyst for a 12 month contract. Central London location, hybrid, with 2-3 days a week in the office.
You will help the team maintain a consistent and structured approach to handling investigations and incidents.
Skills
- Experience in incident management, investigations, operations up to Tier 3 level or an analytical role in a service environment.
- Strong analytical skills such as Google Workspace and Tableau.
- Comfortable using Slack, Salesforce, Jira, and similar operational tools.
- Ability to identify patterns in data and turn insights into actionable recommendations.
- ITIL Foundation preferred.
Responsibilities:
- Support timely and consistent handling of incidents, investigations, and related case work.
- Ensure cases are triaged and progressed in line with expectations, highlighting gaps in speed, quality, or process.
- Perform root cause analysis and identify trends across incidents and recurring issues.
- Provide analytical insights that help prioritise fixes and improvements .
- Contribute to improvements that resolve issues more quickly.
Benefits
- Global company, long contract
- Hybrid role
- Free breakfast
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