Customer Success Analyst

Innova Market Insights•Chicago, IL

About The Position

As a Customer Success Analyst, your mission is to ensure that clients receive timely, accurate, and practical support in their day-to-day use of our platform. You will play a key role in helping clients understand our data, adopt the platform effectively, and receive a consistent and high-quality level of service throughout their subscription. INNOVA MARKET INSIGHTS is a global leader in market intelligence and business information serving the fun and fast-paced food and beverage industry. With three decades of experience Innova is a dedicated partner for industry leaders all around the world. The company is famous for trends, insights, and intelligence to build and sustain successful innovation. We work with the top 500 global food companies as well other industry players driving innovation in the sector. This role is highly execution-focused and combines analytical work, client interaction, and strong organizational skills.

Requirements

Bachelor’s degree in Business, Data Science, Food Science, or a related field.
Minimum of 2 years’ experience in a customer support, customer success, or analyst role, preferably within market insights, data, SaaS, or the food industry.
Strong analytical and technical aptitude, with the ability to quickly learn new software tools.
Clear and professional communication skills, with the ability to explain data and concepts in a practical, client-friendly way.
Highly organized, detail-oriented, and comfortable managing multiple requests simultaneously.
Strong service mindset and motivation to support clients and internal stakeholders.

Nice To Haves

Knowledge of the FMCG or food & beverage industry is a plus.

Responsibilities

Use Innova’s database to conduct structured analyses and extract valuable insights in response to client questions and support requests.
Translate data and insights into high-quality presentations and materials, following corporate guidelines and standardized formats.
Support Account Managers by preparing analyses and decks for client meetings, trainings, and ongoing service delivery.
Join client calls alongside Account Managers to support platform usage, answer questions, and help address day-to-day client needs.
Deliver client trainings and demonstrations to ensure effective platform adoption and understanding.
Ensure client requests are handled efficiently and in line with the agreed service level.
Coordinate closely with Account Managers to prioritize requests and ensure the client service plan is consistently executed.
Manage and track client requests, follow-ups, and deliverables to ensure timely completion.
Stay updated with the latest features and functionalities of our platform to provide accurate and timely support to clients.
Recognize and escalate complex issues to senior support members or other departments as necessary to ensure clients' needs are met effectively.