Customer Success Analyst and Executive Assistant
2 weeks ago
**Job Summary**
**Duties & Responsibilities**:
**Customer Success roles**:
- Understand customer needs and thoughts through regular, proactive interactions
- Create performance reports, dashboards, and insights for customers.
- Support the service delivery teams to make compelling client presentations.
- Provide field feedback to sales, marketing and operations teams to improve service delivery
- Analyze customer data and competitor offers to identify potential churn signals
- Report on NPS and customer experience through data from surveys, telephone and in-person interviews and ‘pulse checks'
- Ensure that customer issues are resolved promptly, before they become problems
- Maintain a positive company image by implementing client-related events and programs.
- Help the sales team upsell services relevant to client needs
- Prepare and deliver critical incident reports and RCAs
- Follow up with new clients to ensure successful onboarding
**Meeting Coordination**: Prepare agendas, attend and document meetings, and follow up on action items. Organize executive and leadership team meetings, including logistics and catering.
**Document Management**: Maintain and organize important documents, reports, and files. Assist in preparing and proofreading documents, reports, and presentations.
**Project Support**: Provide administrative support for special projects initiated by the CEO, which may include research, data analysis, and reporting.
**Client Relations**: Assist in maintaining positive client relationships through effective communication and customer service.
**Confidentiality**:Handle sensitive and confidential information with the utmost discretion and maintain the highest level of professionalism.
**Office Management**:Oversee the smooth operation of the CEO's office, including ordering supplies, managing office equipment, and ensuring a professional and organized workspace.
**Other Duties**:Perform other administrative tasks as required to support the CEO and the executive team.
**Qualifications**:
- Bachelor's degree in business administration, management, or a related field is preferred.
- Proven experience as an executive assistant or in a similar administrative role, preferably within the IT services industry.
- Strong organizational and time management skills, with the ability to prioritize tasks effectively.
- Exceptional communication skills, both written and verbal.
- Proficiency in office software, including Microsoft Office Suite and calendar management tools.
- Ability to handle sensitive information with the highest level of confidentiality and professionalism.
- Strong problem-solving and multitasking abilities.
- Detail-oriented, with a proactive and positive attitude.
- Knowledge of IT services and terminology is a plus.
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