Customer Success Analyst

3 weeks ago

Surrey, Canada Invesco Full time

intelliflo is a global business that welcomes bold ideas and all points of view. Doing what matters inspires us, and we believe that we grow best - as people and businesses - by working together and always striving to get better without fearing failure.
- We’re not looking for a ‘culture fit’. We want you to bring your unique skills and perspectives and add to our culture, not conform to it. This isn’t about finding the person who fits in; we want people who stand out.
- Who is intelliflo?
- Sound financial advice has the power to transform lives and should be accessible to the many, not the few. intelliflo widens access to financial advice through leading technology that powers the advisory experience.
- We use open software architectures and unmatched industry experience to simplify a complex digital landscape and help advisors flourish and grow. Our solutions support over 30,000 financial advisors globally, who represent over three million households with over USD 1 trillion assets.
- intelliflo operates independently under its own brand as a wholly owned subsidiary of Invesco, a global leader in the asset management industry.

**Job Description**:
Your Role:
As a Customer Success Analyst, you will be responsible for analysing customer data to identify trends, insights, and opportunities that enable us to deliver exceptional customer experiences. You will work closely with the pod lead/ Customer success manager and cross-functional teams to ensure that our customers are getting the most value from our products or services. You will be an essential member of our team, helping us to optimise our customer’s success and experience.

What you will be doing:

- Analyse customer data to identify trends, insights, and opportunities for improving the customer experience.
- Record all interactions to a high level of detail in the CRM system.
- Liaising with the learning & development team to create digital content for in-app support & the community knowledge base.
- Collaborate with the Pods to develop strategies for improving customer outcomes.
- Work closely with cross-functional teams to ensure customer needs are met throughout the customer journey.
- Communicate insights and recommendations to stakeholders across the organisation.
- Identify new tools and technologies to help us better understand and engage with our customers.

What you will bring:

- Proven experience in customer success analytics or related role.
- Analytical skills and ability to synthesise complex data into actionable insights.
- Experience with data visualization
- Excellent communication skills and ability to collaborate with cross-functional teams.
- Passion for delivering exceptional customer experiences.
- Experience in the financial services industry is a distinct advantage.
- Ability to solve problems and think analytically.
- Able to work in a high-pressure environment.
- Excellent telephone manner to maintain a positive customer experience.
- Ability to engage with a large user base through the community platform.
- Ability to build and maintain a positive relationship with customers.
- Ability to independently troubleshoot through customer queries.
- Proven computer skills, including knowledge of the Microsoft Office suite, are essential.
- Motivated individual with precision time management & prioritisation skills.
- Ability to work in a team and independently in a very busy environment.
- Excellent attention to detail.
- Effective communication skills, both written & verbal.
- Influencing & developing relationships with key stakeholders.
- Ability to organise a high workload.
- Understanding of GDPR & security requirements.

Key Deliverables
- Maintaining set KPIs for the role
- Working towards key objectives in the performance management review process
- Delivering excellent customer service using the CSAT model
- Completing all projects on time and to a suitable standard

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

No

Workplace Model

intelliflo’s workplace model is designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection when possible. Most teams within our England office work 1-day a week in the office, however, most of our teams within the United States and India operate in a remote working pattern. Certain limitations apply. Please consult with your Talent Acquisition contact during the interviewing process.
- What’s in it for you?
- intelliflo offers industry-leading Total Rewards that help you thrive - in and out of the office, including competitive pay, retirement savings plans, generous health and wellness benefits, and much more.
- Our commitment to diversity, equality, and inclusion
- Our aspiration is for our workforce to continually reflect the diversity of people and perspectives in today’s evolving society, which we believe is fundamental to our efforts to widen access to financial advice. intell

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