The Role:

The Senior Analyst – Customer Success Operations plays a critical role in ensuring the efficiency and effectiveness of the Customer Success team by analyzing operational processes, generating actionable insights, and driving improvements. This position involves managing data, creating reports, refining workflows, and collaborating across teams to enhance the overall customer experience.

Responsibilities:

The key fundaments of Customer Success Management and Leadership are planning, organizing, staffing, leading, coordinating, reporting, and budgeting. These essential pillars are a part of a body of practices and theories to manage successfully. Other key fundaments and responsibilities are as follows:

* Own the credit process to ensure the same are processed
* Needs to act as SME and working independently to collaborate with other teams
* Responsible to engage with IT to ensure timely resolution of the Sales and Billing issues
* Process sales orders, amendments, renewals, and cancellations accurately and efficiently.




* Analyse and process customer cancellations data to ensure accuracy and timeliness.
* Work closely with sales team to develop knowledge of and relationships with customers to improve the overall experience when there are issues across departments, i.e., credit requests, billing disputes, service activation disputes, etc.
* Work with cross-functional departments, including Accounts Receivable, Service Delivery, Sales, and Operations, to improve the overall customer experience.
* Work closely with sales team members to resolve customer disputes, including issues with service, credits, cancellations, and disconnections.
* Coordinate investigations and gather data for customer escalations.
* Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values
* Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work

📌 Sr Analyst, Customer Success (Gadwanti)
🏢 11:11 Systems
📍 Gadwanti