Analyst, Customer Success

1800 Duke St, Alexandria, VA 22314, USA

Req #873

Thursday, July 11, 2024

SHRM is a member-driven catalyst for creating better workplaces where people and businesses thrive together. As the trusted authority on all things work, SHRM is the foremost expert, researcher, advocate, and thought leader on issues and innovations impacting today’s evolving workplaces.  With nearly 340,000 members in 180 countries, SHRM touches the lives of more than 362 million workers and their families globally.

SUMMARY

The Customer Success Analyst will be responsible for providing excellent customer service experience and helping customers achieve their desired goals.

Responsibilities

• Collaborate with Customer Success Managers in the implementation and management of large-scale, complex projects for strategic accounts (i.e., global and/or multiple-project/multiple-resource accounts)

• Provide written and organizational support on deliverables for clients and internal stakeholders, including tracking projects to ensure milestones are met and customer expectations are exceeded.

• Support Customer Success Managers in tracking and monitoring delivery timelines and deliverables from and for internal and external stakeholders and communicating those clearly and timely to all parties.

• Assist with creating project-related collateral and writing custom communications to internal and external audiences to enhance the participant experience and promote organizational engagement.

• Partner with Creative and Operations teams to edit participant materials and manage the production and shipping of content to each classroom session

• Providing exceptional client service as a point of contact for client engagements

• Support in the overall logistics, assessment timeline tracking, note support, calendaring, Salesforce operations, and tracking of back-end processes.

• Support the sales teams with the identification of cross-sell and upsell opportunities.

Education, Experience & Skills Requirements

• A bachelor’s degree in marketing, business, or equivalent relevant work experience/training experience is required.

• Minimum 4+ years of experience in a professional environment, preferably in learning design and delivery, consulting, education, client services, sales support, or program management

• Excellent time management/prioritization skills;conceptual thinking skills with great attention to detail

• Superior oral and written communication skills, ideally with some editing or content creation experience

• Strong service ethic when interacting with internal and external clients; ability to work well within a team

• Comfort with ambiguity and change; ability to make quick adjustments to meet team and business needs

Other Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodations.

• Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

• Work is regularly performed in a combination of office and conference settings and routinely uses standard office equipment.

• Work location: Alexandria, VA with a hybrid schedule Mondays and Fridays remote and Tuesdays through Thursdays in-office.

#LI-Hybrid

The hiring range for this position is $66,000 to $82,000 per year. This range is an estimate and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Other details

• Job Family Professional Services

• Job Function Linkage

• Pay Type Salary

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• 1800 Duke St, Alexandria, VA 22314, USA