Full-Time Customer Success Analyst

• Empathize with every aspect of the customer journey/experience, putting customers' needs first.
• Understand customer's needs and help through the onboarding process
• Deliver adoption/engagement-related insights and readouts of specific customer outcomes in Business Reviews
• Coach customers to be Voxy product experts and train their teams on Voxy methodology so they become increasingly self-sufficient.
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty.
• Partner with Key Account Managers to collaborate and communicate to ensure alignment on plans
• Work closely with Key Account Managers during renewal cycles, guaranteeing the right project being scoped for the renewal, ultimately driving high retention and engagement.
• Explore upsell and expansion opportunities with Key Account Managers to increase Voxy footprint within customers.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Help drive customer references and case studies.
• Compliance with Voxy's customer management tools to guarantee transparency of Customer Health and Customer Success Indicators.
• Preparing reports and business reviews to customers to generate visibility of program's performance

• 3+ years of relevant experience in a customer-facing customer success, account management or strategic consulting organization.
• Fluency in English is required. Spanish is a big plus.
• Project Management knowledge, Problem Solving and Negotiation skills.
• Strong accountability for ensuring the timely and successful delivery of services and solutions to clients within their portfolio.
• Tech-savviness, ability to work with spreadsheets, creating reports and Business Reviews for clients.
• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus.
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Adaptability to dynamic environments.
• Consistent track record of highly professional customer service in a fast-paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.
• Bachelor's Degree

• Experience in directly interfacing with HR departments would be highly beneficial.
• Prior experience in the EdTech sector.
• Experience in managing education programs.

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