Customer Success Analyst

Trellix

About The Position

The Customer Success Platform (CSP) Analyst is an entry-level position within the Strategy and Engineering team. This role is focused on the day-to-day administration and optimization of Totango, our primary Customer Success Platform. You will support the broader Customer Success organization by managing system workflows, ensuring data integrity, and enabling our teams to deliver a world-class customer experience.

Requirements

BA/BS degree or equivalent experience.
A strong interest in Customer Success technology, data analytics, and operational efficiency.
Excellent verbal and written communication skills with a demonstrated ability to collaborate with global, cross-functional teams.
Ability to thrive in a rapidly changing environment with tight timelines and evolving project requirements.
Strong capacity for influencing and negotiating to drive efforts toward completion.

Nice To Haves

Prior experience with CRM systems (Salesforce), CSP Tools, Agile development processes, or internships in technical research and data management is a plus.

Responsibilities

Manage the day-to-day operations of the Totango platform to support Customer Success Managers (CSMs) in their daily workflows.
Build and maintain automated playbooks and workflows designed to manage scaled and long-tail customer accounts.
Monitor data health and performance metrics, ensuring accurate synchronization between the CSP and internal systems like Salesforce.
Work closely with Customer Success Product Management and Solution Engineering to curate technical best practices.
Analyze customer data and trends to build effective operational solutions and provide actionable insights to leadership.
Identify and resolve systemic issues related to engagement processes or platform functionality to prevent future problems.