Senior Business Intelligence Analyst - Customer Success

Location

Mumbai | India

Job description

Core Responsibilities:

• Build and maintain customer support dashboards and reports in Tableau to monitor support ticket volumes, response times, and customer satisfaction metrics.
• Analyze customer support data to identify trends, recurring issues, and opportunities for process improvements.
• Collaborate with customer support teams to gather data requirements and provide insights to enhance customer support operations.
• Develop customer feedback analysis frameworks to measure and improve customer satisfaction and loyalty.
• Conduct root cause analysis and provide recommendations to reduce customer support ticket volumes and improve self-service options.
• Principal Systems for reporting; SalesForce, Tableau
• Primary Stakeholder Groups: Support Operations, Customer Success Management (CSM), Customer Service

Specialist Responsibilities:

• Work closely with the customer support team to define and track support KPIs and metrics, such as first response time, resolution time, and customer effort score.
• Conduct sentiment analysis and customer segmentation to identify customer pain points and personalize support experiences.
• Provide insights on support ticket categorization, prioritization, and routing to optimize team efficiency and customer satisfaction.
• Collaborate with stakeholders to integrate customer support data with other systems (CRM, knowledge bases) for comprehensive reporting and analysis.
• Support the implementation and maintenance of customer support analytics tools and systems.

Job tags

Salary